How Flutterwave improved developer experience with clearer documentation and community content

Key outcomes

Reduced support requests by 10%, thanks to clearer documentation and proactive content.
Early surveys, conducted about 2 months after collaboration began, showed 61.2% positive developer sentiment.
Simplified processes after migrating documentation to a more efficient platform

About Flutterwave

Flutterwave is an African fintech unicorn founded in 2016 with a $3 billion market valuation. It provides payment solutions for businesses across Africa and beyond, supporting cross-border transactions and simplifying payments for Businesses and their customers.

Industry: Fintech
Company Size: 501–1000 employees
Locations: Headquarters in San Francisco and Lagos
Use Case: Developer Engagement, Documentation Revamp, Community Building
Products: Payment APIs, SDKs (Integrations)

“We knew we could do more with developer engagement”

Flutterwave powers payments in multiple markets but wanted to deepen its relationship with the developers who build integrations. Its evolving APIs and community-driven features required frequent documentation and content updates.

Flutterwave’s internal developer experience (DX) team was already supporting a fast-growing ecosystem. As the product expanded, new needs started to emerge:

Growing demand for more detailed documentation as new APIs and features rolled out.
The need to keep updates timely and consistent as the developer base scaled.
Creating more structured ways for developers to share feedback and guide improvements.

To meet these needs and free up internal bandwidth, Flutterwave looked for a partner to complement their efforts.

We had technical people in-house but did not have enough bandwidth to create all the content we needed. We were not doing enough outreach. We knew we could do more.- Rotimi Okungbaye, Manager, Enterprise Marketing

Why Flutterwave worked with Hackmamba

Flutterwave had always managed developer marketing internally, but the volume of inquiries, an active Slack community, and new product updates stretched their resources. They needed a partner who could write documentation and gather honest developer feedback through surveys, interviews, and community events. This feedback loop would be crucial in identifying specific pain points and improving processes.

We did not work with any developer marketing agency before now. It has always been internal, as much as we could handle. - Rotimi Okungbaye, Manager, Enterprise Marketing

Flutterwave aimed to:

Overhaul API documentation and cut down on repetitive support tickets
Develop a continuous content strategy that reaches developers through articles, guides, and tutorials
Host meaningful events to build trust, share knowledge, and collect real-time feedback

Hackmamba joined forces with Flutterwave to tackle these objectives.

Exposing documentation opportunities

At the start of the collaboration, Flutterwave’s documentation already had a strong foundation, with a satisfaction score of 90.83% and coverage for most API features at around 91%. What the team wanted to do was build on that base, expanding clarity in some areas and making sure high-traffic sections were even more useful for developers.

Flutterwave and Hackmamba worked together to identify opportunities to strengthen the docs further by looking at:

Which API endpoints generated the most support tickets.
Which sections could be made clearer or more detailed.
How to prepare documentation updates alongside plans for the upcoming v3 and v4 APIs.

Hackmamba helped us bring developers into the office to get real-time feedback. They also rewrote parts of the documentation, which was a lot of work.”- Rotimi Okungbaye, Manager, Enterprise Marketing

Overhauling documentation and optimizing processes

Together, Flutterwave and Hackmamba took these steps to improve developer experience:

Documentation audit: They pinpointed outdated or ambiguous sections, focusing on endpoints that generated frequent questions.
Restructuring for developer experience: A new format allowed easy navigation, clearer code examples, and direct links to reference guides.
Migration to a more efficient platform: This new platform offered better performance and analytics, helping the team see where developers struggled and quickly address issues.

Meanwhile, Flutterwave’s DX team continued maintaining product stability and worked to lower Mean Time to Resolution. Hackmamba’s efforts on documentation meant developers found answers faster, reducing the number of repetitive support tickets.

Building trust through fintech evenings

Flutterwave wanted developers to feel heard and supported. The two partners collaborated to launch Fintech Evenings, a series of interactive events for fintech founders, engineers, and entrepreneurs to achieve this.

Key focus:

Addressing real-world fintech challenges like fraud detection and payment security
Sharing best practices and use cases
Encouraging open Q&A and networking to gather candid feedback

Speakers included leaders from companies like PiggyVest, Opay, Chippercash, Risevest, Wakanow’s Kalabash54, and Fincra. By listening to developers’ concerns in a relaxed environment, Flutterwave gathered insights that guided future documentation updates and potential new features.

Driving discoverability with developer-focused content

To lessen reliance on reactive support, Flutterwave needed more proactive resources. Over six months, 14 articles were published covering:

Integration tutorials: Card payments, recurring billing, and gateway comparisons
Security best practices: Fraud prevention workflows and compliance tips
Community highlights: Summaries of Fintech Evenings and developer insights

These articles appeared in Slack groups and on social media. Many ranked higher in search results, putting them in pole position to rank for important keywords like ‘payment integration in Nigeria,’ among others. These refined articles also helped developers self-serve instead of logging support tickets.

We share the content in our developer Slack and on social media. We have seen interactions, and some of our articles rank high by SEO.- Rotimi Okungbaye Manager, Enterprise Marketing

Fewer support requests, higher satisfaction

Within six months, Flutterwave observed:

A 10% Drop in support requests indicated that clearer documentation and fresh articles helped developers find answers on their own
61.2% Developer sentiments reflecting more consistent updates and genuine community engagement
Improved SEO ranking via targeted articles, increasing site traffic and reducing repeated queries
Faster documentation processes after migrating to a more analytics-focused platform

Lasting impact and ongoing partnership

We consider Hackmamba a partner. Before we do anything around the developer ecosystem, we discuss it with them first. - Rotimi Okungbaye, Manager, Enterprise Marketing

Through the collaboration, Flutterwave expanded its developer engagement efforts and added more resources for the community. Together, we:

Created tutorials and articles to address common developer questions and share best practices.
Organized monthly Fintech Evenings that built trust, encouraged open discussion, and provided valuable feedback loops.
Used developer feedback to guide improvements and prioritize areas where clearer information was most helpful.

As Flutterwave prepares for v4 releases, Hackmamba continues to support these efforts, working alongside the team to ensure documentation and content reflect real developer needs.

High praise and future outlook

By continuing to invest in developer needs and building lasting resources, Flutterwave has reinforced its role as a trusted fintech partner. Hackmamba contributed specialized developer marketing and documentation support, working alongside Flutterwave’s team to scale these efforts.

I would recommend Hackmamba because they deliver and act like a true partner. On a scale of one to ten, it is an eleven.- Rotimi Okungbaye, Manager, Enterprise Marketing

Looking ahead, Flutterwave and Hackmamba plan to expand these initiatives together, with the shared goal of reducing support overhead and enriching the developer experience.

Ready to scale your developer marketing?

Hackmamba is a developer marketing agency that specialized solutions for documentation, original technical content, community-building, and outreach, we also help you empower your dev community, reduce support overhead, and increase product adoption.