Adding free in-app calls to payment support
CloudWalk added Kit-powered click-to-call inside its payment app, letting merchants reach support for free without leaving the app, installing extra software, or sharing their phone number.
PLATFORM MONTHLY
We're making Brazil's payments industry more inclusive by empowering entrepreneurs through technology and solutions that improve their business. With Kit, we deliver comprehensive, high-quality support that our customers rely on. The ability to offer free, seamless calling right inside the app was a game changer for us.
Cloudwalk
CloudWalk is an advanced international payments system built on cutting-edge technology and blockchain. The platform serves approximately 290,000 active customers using merchant acquiring services across more than 3,300 cities throughout Brazil.
Support demand was growing faster than chat could handle
CloudWalk’s customer base was expanding across Brazil, and more merchants needed support for payment-related questions. For many cases, text-based support was not enough. Customers wanted a faster way to explain issues, get clarification, and reach a real operator.
As chat queues grew, the support experience became slower and more fragmented. CloudWalk needed a voice channel that felt native to the product, reduced customer effort, and did not add unnecessary cost or technical friction for users.
- Chat queues slowed down urgent support
- Customers were waiting longer for responses when support volume increased. For payment services, delayed support can quickly create frustration because merchants often need answers while they are actively running their business.
- Customers had to leave the app to get help
- Support was not fully embedded into the product experience. When customers needed voice support, switching channels created extra friction and made the process feel disconnected from the payment app they were already using.
- Phone support could create cost and privacy concerns
- Traditional phone support can require customers to place a paid call or share their phone number. CloudWalk needed a way to offer voice support without making users pay for the call or expose personal contact details unnecessarily.
- The team needed better quality control for voice interactions
- As support volume scaled, CloudWalk needed a reliable way to monitor customer conversations and maintain service quality. Without centralized call recording and routing, voice support would be harder to supervise and improve.
Click-to-call support built directly into the app
CloudWalk deployed Kit’s click-to-call technology to make voice support available from inside its mobile payment application. The goal was to give customers a direct support channel without making them leave the app, install additional software, or pay for a phone call.
The solution connected the in-app call button, SIP forwarding, operator routing, and call recording into one support workflow.
- In-app click-to-call for customer supportr
When users need help, they tap a call button inside the CloudWalk app. The call starts from the application, so the customer can reach support from anywhere with an internet connection.
- Let customers contact support without leaving the app
- Removed the need to install additional calling software
- Made voice support available from any internet-connected location
- Reduced friction for merchants who needed fast assistance
- SIP forwarding to live operators
The click-to-call action triggers a call forward command to CloudWalk’s SIP account. From there, the customer is connected with an available operator who can handle the support request directly.
- Connected app-based calls to the support team’s SIP infrastructure
- Routed customers to live operators through a controlled flow
- Helped the team offer direct voice assistance without rebuilding support operations
- Created a faster path from customer issue to human help
- Free calls with better customer privacy
Customers do not need to place a paid phone call or share their phone number to speak with support. The voice channel works inside the app, helping CloudWalk deliver a more accessible and privacy-conscious support experience.
- Made support calls free for users
- Reduced barriers for customers who needed help
- Protected customer privacy during support interactions
- Improved the support experience for merchants using the payment app
- Call recording for quality assurance
All inbound calls are recorded, giving CloudWalk a clearer way to monitor support quality. This helps the team review interactions, improve operator performance, and maintain a consistent support standard as call volume grows.
- Recorded inbound calls for quality control
- Supported review of customer interactions
- Helped maintain service consistency across operators
- Gave the support team better visibility into voice communication
Lower-friction support inside the payment experience
With click-to-call, CloudWalk turned voice support into a native part of its mobile payment app. Customers can reach operators directly without switching channels, paying for a call, or sharing their phone number.
The implementation gave CloudWalk a scalable support channel that fits the way merchants use the product: fast, mobile-first, and available when they need help.
Support calls pass through the platform every month
CloudWalk now handles around 6,000 app-based calls monthly through the platform. This shows that customers actively use voice support when it is placed directly inside the product experience.
From idea to full integration
The click-to-call workflow moved from concept to full integration in two months. CloudWalk was able to add a new support channel without a long infrastructure project or separate customer-facing application.
Processed annually through CloudWalk’s payments platform
The solution supports a payments business operating at significant scale. For a platform processing more than $2.4 billion annually, reducing support friction helps protect customer trust and improve day-to-day merchant experience.
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