Rebrandly helps users create branded short links that build trust and boost engagement, an essential capability for high-volume marketing teams. That trust is core to the product’s value: recognizable, reputable links help users feel confident clicking and sharing.
"We allow users to shorten links with their own domains, so the links they share are recognizable and reputable," says Karlissa Ablay, Rebrandly’s Senior Product Manager for their Core platform.
Trust is built into every part of Rebrandly’s product, and maintaining that standard at scale required a smarter approach. With a lean team of under 50 supporting hundreds of thousands of users and billions of link clicks, Rebrandly turned to Zapier Chatbots to automate high-volume support while continuing to deliver on the promise of recognizable, reputable links.
Rebrandly’s results, by the numbers:
50% reduction in support tickets after chatbot launch
90–95% chatbot response accuracy
Over 16,000 customer conversations resolved automatically
Hundreds of enterprise escalations managed automatically via Slack + Jira Zaps
Slashing support load with a powerful AI chatbot
Support at Rebrandly was once a manual-heavy process. Support reps leaned on a decision-tree flow within a ticketing system that routed users to static help articles, but the experience was inflexible.
"It wasn’t dynamic, and it definitely wasn’t scalable," says Dario De Guz, Head of Customer Support.
That all changed with the introduction of an AI-powered Zapier Chatbot, which reduced overall ticket volume by 50%.
Built with simplicity and scale in mind, the chatbot is wired directly into Rebrandly’s help docs. It delivers accurate, context-aware answers instantly, dramatically improving the customer experience while easing pressure on the support team.
Since launch, the chatbot has handled 50–100 customer conversations per day and resolved over 16,000 queries.
"It’s a win-win," says Daniel Breslin, Director of Customer Experience. "Customers get instant help, and our agents can focus on higher-level support."
Streamlining escalations and enterprise support
Beyond Chatbots, Rebrandly has leveraged Zapier’s automation to tackle some of its most mission-critical support challenges. One of their earliest wins came from solving a familiar pain point: making sure urgent system alerts and high-priority enterprise tickets never slipped through the cracks.
"We use Zapier to monitor alerts from our logging systems," Karlissa explains. "If a system is down or performance degrades, Zapier instantly sends a message to both Slack and Telegram to alert our on-call team."
For enterprise support, Rebrandly needed to make sure large customers received white-glove service without creating extra work for the team. So they built a Zap that automatically creates a Jira ticket whenever those customers submit a request. That same Zap sends an update to Slack, so no one misses a beat.
"These customers often have very specific needs," says Karlissa. "The Zap ensures that requests are logged and routed correctly, allowing us to respond quickly. "
The result? Fewer dropped tickets, faster turnaround, and a support experience that scales without compromising quality.
Building leaner, faster product cycles with AI
Rebrandly doesn’t just use automation in support; it’s embedded across their product and engineering workflows.
"Every PM and engineer uses AI in some way," says Karlissa. "We use it to generate PRDs, sprint updates, even release notes. We’ve also used Zapier with Claude and ChatGPT to create proof-of-concepts faster than ever."
These AI-infused processes help Rebrandly maintain a continuous deployment cycle, enabling the team to ship fast, iterate often, and reduce friction in cross-functional workflows.
"We’re a small team, but we have the agility of a much larger organization because of how much we rely on automation," Karlissa says.
Chatbots that deliver instant value
Rebrandly continues to expand how it uses Zapier Chatbots to deliver faster, more reliable answers for customers, without adding to agent workload. By connecting the chatbot to static help documentation and tailoring its behavior with custom directives, the team ensures it provides high-quality answers, routes tickets when needed, and remains grounded in trusted content.
"It’s saved our team time and made the customer experience better," Dario says. "[Chatbots] have already become a core part of how we support users."
About Rebrandly:
Company size: ~50
Industry: Technology
Location: Global - remote
