The Challenge
A startup that took off, still handling support through email.
Transfer.zip started as a tool where anyone could send files for free.
After a reddit post blew up, Transfer.zip started getting more and more users every day, and the founder, Robin, started making it into a paid service, to potentially earn some money from the increase in traffic.
The lack of a structured support system was evident when support was taking so much time, and was so tiring, that he stopped answering before it was too late.
Users started cancelling their subscriptions when they lost patience. Churn went up.
“Once my SaaS took off, I started neglecting support as it was boring and time-consuming. What was especially annoying was having to manually log in to stripe and issue refunds and update subscriptions for each support request. Sometimes users contacted me from a completely different email, so I wasn't able to match the Stripe account.”
The Solution
A single inbox that handles every step from one dashboard.
Robin replaced the email inbox with Megadesk and embedded the contact form directly on Transfer.zip.
The Stripe integration matches each ticket to the customer's subscription automatically. Refunds and subscription changes happen from the ticket itself, no more jumping between tabs.
AI-drafted replies handle the repetitive questions, and tickets are grouped by category so similar issues can be worked through in batches instead of one at a time.
Stripe Integration
Matches tickets to Stripe customers to perform refunds and modify subscriptions.
AI Replies
Automatically drafts professional replies to customer tickets, saving minutes per ticket
Embeddable Contact Form
Embeds a contact form with predefined topics and fields, makes sure all the right information is gathered for the ticket. Saves a lot of time for you and the customer.
Inbox Categories
The dashboard shows every ticket grouped by category, so similar issues can be handled together. Makes it much easier to work through support efficiently.
The Results
Results after 3 months
Before Megadesk, churn was sitting at 20%. Frustrated customers who couldn't get timely help simply cancelled their subscriptions.
After switching to Megadesk, churn dropped to 12%. Faster, more consistent support kept customers around.
-80%
Less time spent on support
75%
Faster response time
-40%
Less churn rate
“Megadesk made customer support enjoyable again. It is so much smoother for me, which leads to happier customers and less churn rate.”