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How PagBank Reduced Customer Integration Time from 20 Days to 7 Days with API Documentation Restructuring
When product managers are writing the docs, something breaks. For PagBank, that meant a 20-day integration process, a 29% customer satisfaction score, and a support queue that kept growing. Here is how WriteChoice fixed it in two months.
CHALLENGE
Slow, Painful Integration
SOLUTION
API Documentation Restructuring
RESULT
20 Days to 7 Days Integration Time
The Problem: Unstandardized Docs Written by the Wrong People
PagBank is a significant player in the payments space, with a complex product suite and a large base of customers who need to integrate their APIs to go live. When WriteChoice came on board in 2023, the documentation situation was a direct reflection of a problem many fast-growing fintechs share: documentation written by people whose primary job is building the product, not explaining it.
Product managers and product owners had been writing the documentation themselves. Without a technical writing standard in place, the results were inconsistent at best:
Every page looked and read differently. There was no shared style guide, no consistent terminology, and no structural logic connecting one section to the next.
The API reference was difficult to navigate. Developers struggled to find authentication steps, understand the product flow, and identify which endpoints applied to their use case.
The integration process was taking 20 days on average. Every day of delay was a day a new customer was not yet live and generating revenue.
Customer satisfaction among new integrators was at 29%, a signal that the onboarding experience was creating friction and eroding trust before the relationship had even started.
Support tickets related to integration questions were high and climbing, pulling internal teams away from core product work to answer questions the documentation should have answered.
The root cause was not a lack of information. PagBank had a capable product and knowledgeable teams. The problem was that none of that knowledge had been translated into documentation that a developer could actually follow.
How WriteChoice Solved It
WriteChoice took over the full documentation function, starting with the highest-impact area and expanding from there. The entire engagement was completed in two months.
Step 1: API Reference Overhaul as Proof of Concept
We started with the API reference because it was the most critical entry point for new integrators. A developer's first interaction with PagBank's API needed to be clear, structured, and fast to navigate.
We restructured the entire API reference to ensure developers could:
Understand the authentication process clearly, step by step, before touching a single endpoint
Navigate the product flow logically, with each section building on the last
Identify which endpoints applied to their specific integration use case without wading through irrelevant content
Step 2: Comprehensive Guide Writing Across All Integration Flows
With the API reference established as a foundation, we moved into the guides. This required deep discovery work: understanding every integration flow, every plugin and platform integration PagBank supported, and every use case a developer might encounter.
The goal was a documentation experience that guided a developer from onboarding through to a completed integration with minimal need for support. Every guide was structured to reduce the time to first successful call and eliminate the ambiguity that had been driving support ticket volume.
Step 3: Standardization Across the Entire Documentation Set
Across both the API reference and the guides, WriteChoice applied a consistent style guide, terminology standard, and structural approach. Every page was brought into alignment so that a developer moving from one section to another experienced a coherent, professional product.
The result was documentation that reflected the quality of PagBank's product, rather than the limitations of a team writing docs on top of their primary responsibilities.
The Impact
RESULT
Integration time reduced to 7 days
From 20 days
RESULT
Customer satisfaction jumped from 29% to 89%
RESULT
50% Support Cost Reduction
Integration time reduced from 20 days to 7 days, achieved within two months of WriteChoice beginning work on the documentation.
Customer satisfaction (CSAT) for new integrators jumped from 29% to 89%, measured in PagBank's monthly customer survey run before and after the documentation revamp.
Support ticket volume related to integration dropped by more than 50%, freeing PagBank's internal teams to focus on product development rather than customer support.
3+ year ongoing partnership, with WriteChoice continuing to maintain and expand the documentation as PagBank's product evolves.
"Before WriteChoice, our customers were spending three weeks just getting through integration. Two months after we brought them in, that number was cut by more than half. The impact on customer satisfaction was immediate and measurable."
— PagBank Product Leadership
Ready to Turn Your Documentation into a Growth Engine?
WriteChoice builds and maintains developer documentation portals that accelerate product adoption, reduce support costs, and free your team to focus on what they do best.
CLIENT
PagBank
INDUSTRY
Fintech / Payments
PARTNERSHIP
3+ Years (2023-Present)