☑️ How we manage your order support
When your customers buy your software through Paddle, all the receipts, invoices & payment details will link to Paddle for questions around their order.
Our team will respond to each query within SLA, looking up order in our systems on Paddle and resolve the query on your behalf.
Product support and escalated queries are forwarded to your support system.
‘Excellent’ Support as rated by the customers of 1000s of sellers
With our 99.9% SLA attainment for response times, 95% CSAT scores, and ‘Excellent’ rating for our customer support on Trustpilot, you can trust Paddle’s top-performing support team to take care of your customer’s queries.
Reduce churn with discounts and deals to cancellation requests 📉
Since subscription cancellation requests come through to Paddle, we can offer discounts and deals to your churning customers to encourage them to stay subscribed.
To setup your offers, work with your account manager at Paddle who sets up your churn prevention campaign with our support team.
Free up your customer support resources
Typically, 25-40% of support tickets are related to order queries. Paddle Checkout and flexible Paddle Subscriptions help customer’s self-serve through common queries, whilst our support team handles the rest.
This means you can free up a third of your support headcount to improve your own response times and CSAT scores, improve product support & feedback, and reduce your overall support team cost across headcount and seat-based support tools as you scale.