# How Paddle uses Kustomer

**80%** improvement in SLA attainment

As published on [kustomer.com](https://www.kustomer.com/customers/paddle/). Captured by usedby on 2026-10-09.

- Company: [Paddle](https://www.usedby.ai/companies/paddle.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Success Operations, Finance, Risks & Compliance

## The use case: how Paddle deploys Kustomer

Paddle's Success Operations team uses Kustomer to support sellers and buyers, building workflows that pull data from sources such as Salesforce to segment sellers and route issues to other departments. Agents also use its unified Timeline view and omnichannel conversations to respond across chat, email, Twitter and Facebook.

Summary written by usedby from the source page, in English. The figures are those of Kustomer and Paddle, not ours.

> Agent productivity and efficiency have skyrocketed, and their SLA attainment improved more than 80%, moving from 10% attainment to over 90% attainment in just the first few months with Kustomer.

- **99%**: “In just 5 months, CSAT scores leapt to over 99% an increase of 51% since we started with Kustomer.”

> The Kustomer workflow engine is phenomenal. I honestly can't praise it highly enough. We have very nuanced workflows that require very subjective pathing to understand how to segment our sellers and their issues, and we have the ability to build workflows to make that possible.
>
> Gary McGrath, Success Operations Manager at Paddle

Source: [kustomer.com](https://www.kustomer.com/customers/paddle/), captured 2026-10-03.

> We believe in the power of a unified conversation, and in Kustomer, you can connect all your channels, including Twitter, Facebook, phone calls,…
>
> Gary McGrath, Success Operations Manager

Source: [kustomer.com](https://www.kustomer.com/customers/), captured 2026-10-09.

## Other AI tools used by Paddle

- [Dust](https://www.usedby.ai/tools/dust.md) — Confirmed
- [Numeric](https://www.usedby.ai/tools/numeric.md) — Observed

## Kustomer users in Fintech & Payments

- [Aplazo](https://www.usedby.ai/companies/aplazo.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 80% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Paddle.
- Checked: Paddle uses Kustomer. Confirmed line. Latest check across sources: 2026-10-20.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/paddle-kustomer · How we check: https://www.usedby.ai/methodology