Case Study: Makesy achieves a more tailored customer service experience with Kustomer

Switching to Kustomer resulted in a customer service experience more tailored to their brand

Makesy, a creator-focused brand, needed a better way to organize a small but dispersed customer support team, maintain its playful voice, and keep up with growing customer demand. Its previous CRM, Gorgias, made it hard to manage agent availability, routing, tagging, bulk outreach, and high-touch service, while also limiting SMS support and visibility into customer issues.

Makesy implemented Kustomer to gain agent activity insights, individual inboxes, ticket limits, improved tagging, and automation through the Knowledge Base and conversational assistant. With Kustomer, the team streamlined scheduling and support workflows, and the bot resolved 48 tickets in the first week after launch and 71 within three months, while customer reviews improved and agents were less overwhelmed.

Makesy

Kristen Contreras

Customer Service Manager