Case Study: Crunch.com improves customer support and speeds up answers with Kommunicate

Crunch.com cuts repetitive support queries with Kommunicate for 30,000 customers

Crunch.com, a UK-based accounting firm serving small businesses and freelancers, faced a high volume of repetitive client queries via phone and email. Their existing live chat solution had become too expensive. They needed a low-code platform to handle these inquiries quickly without dedicating significant developer resources, and they required it to integrate with their existing tech stack. They found their solution with the vendor Kommunicate.

Kommunicate provided a cost-effective alternative that integrated with Crunch's Salesforce, Slack, and Dialogflow systems. They implemented a chatbot named Luca to provide instant answers on their website, which also featured a bot-to-human handoff for connecting paying customers to a manager. The solution improved response times and reduced inbound communication. Kommunicate's platform allowed for continuous chatbot improvement and is planned to provide clients with future AI-driven business insights.

Crunch.com