How Bolt connected customer, product, and engineering for smooth checkout
5 min read
Last Updated
5 min read
Last Updated
Company
Bolt
Employees
201-500
Founded
2014
Headquarters
San Francisco, California
Industry
Software Development
Founded in 2014, Bolt has grown rapidly by connecting 80M+ shoppers with leading merchants like Revolve, Kendra Scott, and Lilly Pulitzer through their innovative payment solutions. The company has raised over $1 billion in funding and operates with a mission to democratize commerce by making online buying easy, trusted, and consistent for both merchants and shoppers.
We spoke with Elec Boothe, Senior Manager of Support and Technical Writing at Bolt, to learn why they switched to DevRev and how they've used the platform to transform their support and product operations.
Prior to DevRev, Bolt struggled with fragmented support systems that couldn't scale with their rapid business growth. The team handled inefficient workflows that forced support agents to spend valuable time on routine tasks instead of focusing on customer needs.
Support, product, and engineering teams worked in isolation, creating significant barriers to effective issue resolution. For a company serving both merchants and shoppers, providing consistent support across their dual customer base proved increasingly challenging. Limited self-service options led to a growing volume of support tickets, further straining their resources.
Their help-site search functionality was particularly problematic, requiring manual intervention and creating friction in merchant interactions. With their business expanding rapidly, Bolt needed a more robust, integrated solution that could scale with their growth while improving both the merchant and shopper experience.
In early 2024, Bolt implemented DevRev to unify their support and product development operations. DevRev connected Bolt's entire customer-facing organization, bringing together support, product, and engineering teams on a single platform.
The migration was seamless and efficient, and the DevOps side was notably easy. Within just two weeks, we successfully imported around 200,000 Zendesk tickets and 800 knowledge base articles along with 12 workflows.
Bolt focused on implementing several key DevRev features:
A particular highlight was DevRev's search functionality, which transformed Bolt's help-site experience:
DevRev significantly improved our help-site by developing a search widget that automates and enhances information retrieval, solving traditional manual searching issues and streamlining merchant interactions.
Search has since extended into an enterprise-wide capability, indexing knowledge across Confluence, Figma, Google Docs, and Help Docs. This enables Bolt’s teams to retrieve relevant information from a single source of truth through Memory, accelerating both support and engineering workflows.
Bolt also began leveraging Agent Studio for Computer, introducing four specialized AI agents: one each for Merchants, Shoppers, Mobile App users, and Developers (via their documentation site). These agents allow Bolt to scale intelligent support and self-service across their dual customer base and technical ecosystem, while reinforcing DevRev’s AI-native approach.
On the product and engineering side, Bolt now uses AI workflows in DevRev to automatically categorize work. They connected GitHub effortlessly, enabling stage changes to update without manual effort. With Dev360, integrated directly into DevRev, they analyze developer productivity and track velocity in real time. They also rely on advanced project tracking inside our app to manage large-scale engineering initiatives with greater visibility.
Together, these integrations and capabilities embody the convergence of Dev + Rev, giving Bolt a single system of record across customer and product lifecycles.
Since implementing DevRev, Bolt has seen real improvements across the board. The unified platform has led to significantly faster issue resolution and product development cycles:
Beyond support and product, Bolt has also converged compliance workflows into DevRev. For example, when a user verification requires manual review, their compliance teams can now manage the process seamlessly within the same system.
The transition to DevRev was so smooth that our merchants didn't even realize it had occurred. We are now leveraging more of DevRev's capabilities, and both our team and our merchants are very excited about the possibilities.
With the launch of PLuG search in June 2024, Bolt saw a clear uptick in self-service success:
This reflects both the effectiveness of AI-powered search through Memory in deflecting tickets and the increased efficiency of Bolt's support workflows.
Bolt's successful implementation of DevRev demonstrates how a unified, AI-powered platform can transform customer support and product development operations, creating a more efficient, customer-centric organization capable of scaling with business growth.
Bolt unifies support and product to deliver seamless commerce
40% faster ticket resolution
35% faster product delivery cycle
25% increase in customer retention rates
