How Lightspeed Put 100 Support Agents on Pluno in Three Weeks and Turned Escalations Into One Click
How Lightspeed's global support team uses Pluno inside Zendesk and Intercom to cut tool switching, escalate to Slack and Jira in one click, and keep merchants in 100+ countries moving.
Aurélien Meinder
Manager Customer Experience Operations at Lightspeed
Core Challenges
- Agents worked with merchants in Zendesk or Intercom, then jumped to Slack or Jira whenever they needed a senior teammate or engineering. Every switch cost time and pulled focus away from the merchant.
- As support needs evolved, coordinating escalations across Slack and Jira became increasingly complex, creating an opportunity to improve visibility, maintain ticket context, and streamline collaboration between teams.
- From busy restaurants to high-volume retail stores, Lightspeed serves merchants who depend on timely, reliable support to keep their businesses running smoothly. Delivering fast, effective responses across these dynamic environments is a key priority as Lightspeed continues to scale.
- The team evaluated building an internal tool, but maintaining and improving it month after month was the real cost. They wanted something that fit their stack with no engineering work.
Solutions
- AI Copilot inside Zendesk and Intercom
- One-click escalation to Slack
- One-click escalation to Jira
- A knowledge hub built from Confluence, Slack and Jira
- Intercom integration shipped in a weekend
Key Results at a Glance
Before Pluno
Written by hand
With Pluno
2/3
Slack Escalations Created With Pluno
Before Pluno
Drafted from scratch
With Pluno
1/3
Tickets Answered With Pluno Suggestions
Before Pluno
4 tools
With Pluno
1 tool
Where Agents Work a Case
Before Pluno
Manual chasing
With Pluno
Proactive
Jira Follow-ups
Time-Critical Support Across 100+ Countries, Run by Hand
Lightspeed powers shops, restaurants and golf courses in over 100 countries. Its support organization runs 24/7 across different products, many languages, handling over thousands of conversations a month by chat, email and phone. Questions range from setting up an item or a payment terminal to complex accounting, PMS and e-commerce integrations that need specialist teams.
- Constant tool switching: Agents worked with merchants in Zendesk or Intercom, then jumped to Slack or Jira whenever they needed a senior teammate or engineering. Every switch cost time and pulled focus away from the merchant.
- Scaling escalation workflows: As support needs evolved, coordinating escalations across Slack and Jira became increasingly complex, creating an opportunity to improve visibility, maintain ticket context, and streamline collaboration between teams.
- Supporting merchants when every moment matters: From busy restaurants to high-volume retail stores, Lightspeed serves merchants who depend on timely, reliable support to keep their businesses running smoothly. Delivering fast, effective responses across these dynamic environments is a key priority as Lightspeed continues to scale.
- Build versus buy: The team evaluated building an internal tool, but maintaining and improving it month after month was the real cost. They wanted something that fit their stack with no engineering work.
“Our support teammates had to switch between Intercom or Zendesk to communicate with merchants, and Slack or Jira when they needed help from a senior teammate or the engineering teams. This constant tool switching was time-consuming.”
— Aurélien Meinder, Manager Customer Experience Operations
A Two-Month Pilot, Then 100 Agents Live in Three Weeks
Lightspeed set Pluno up in a sandbox first, then ran a two-month live pilot with its case service team to measure adoption and impact on operations. After the pilot, connecting Pluno to Zendesk, Intercom, Jira, Slack and Confluence took a few clicks. A handful of demo and training sessions later, around 100 agents were working with Pluno in two to three weeks.
“Pluno was integrated into our existing tool stack. After we tested out Pluno, it was clearly one of the best solutions on the market.”
— Aurélien Meinder
What Pluno delivered
AI Copilot inside Zendesk and Intercom
Ticket summaries, suggested answers and next-step guidance appear where agents already work, so they stay in one tool for the whole conversation.
One-click escalation to Slack
Pluno writes the Slack post from a template Lightspeed's team designed, acknowledges it, sometimes adds tips in the thread, and syncs the senior teammate's answer back to the ticket as an internal note.
One-click escalation to Jira
When an agent spots a bug, Pluno creates the Jira issue and follows up proactively when it goes quiet.
A knowledge hub built from Confluence, Slack and Jira
Lightspeed can choose exactly which Confluence spaces sync into Pluno, a filter Pluno built at their request.
Intercom integration shipped in a weekend
Lightspeed asked for Intercom support and had a working prototype to test the following Monday.
“In one single click, we were able to escalate and get help from someone else. This back and forth between our communication tools and where you can get help was clearly the game changer for us.”
— Aurélien Meinder
Two-Thirds of Slack Escalations Now Run Through Pluno
Slack Escalations Created With Pluno
- Before Pluno
- Written by hand
- With Pluno
- 2/3
Tickets Answered With Pluno Suggestions
- Before Pluno
- Drafted from scratch
- With Pluno
- 1/3
Where Agents Work a Case
- Before Pluno
- 4 tools
- With Pluno
- 1 tool
Jira Follow-ups
- Before Pluno
- Manual chasing
- With Pluno
- Proactive
Intercom Integration Prototype
- Before Pluno
- Requested
- With Pluno
- 1 weekend
To ~100 Agents Live
- Before Pluno
- New tool
- With Pluno
- 2 to 3 weeks
“Thanks for proactively commenting on the Jira issue which had not been updated in five days, and asking for specific feedback. You truly are a great copilot solution. Really awesome feature.”
— A Lightspeed support agent, less than a month after rollout
“Give It a Try, and You Won’t Look Back.”
Lightspeed's goal is to remove low-value, repetitive work so agents can reinvest that time in merchants.
“Pluno is the tool beside you every day, every time, to guide you when you need help, when you don't know exactly what the next steps could be.”
— Aurélien Meinder, Manager Customer Experience Operations
Stop settling for AI that needs constant babysitting
See how Pluno resolves 70% of tickets, including complex cases, while supercharging agent productivity.