Case Study: APLAZO boosts CSAT and scales support with Kustomer AI

Aplazo boosts CSAT 40% with Kustomer AI

Aplazo, a leading Buy Now, Pay Later platform in Mexico, faced a critical challenge in scaling its customer support to handle a tripling of inquiry volume during a period of hypergrowth. Their existing model was at capacity and could not preserve the empathy and speed that defined their brand. To address this, Aplazo partnered with Kustomer to implement a scalable solution using Kustomer AI.

Kustomer implemented a dual-pronged solution using its AI products. Kustomer Concierge acted as a 24/7 frontline expert to handle general inquiries on WhatsApp and in-app chat, while Kustomer Envoy augmented human agents with real-time suggested answers. This approach resulted in a 40% improvement in CSAT for general inquiries and a 36% increase in the automation share of total inquiries, allowing Aplazo's team to focus on high-value, complex customer issues.

Aplazo