Case Study: Yummy achieves faster, smarter customer support with Kustomer

Yummy cuts first response times by 80% with Kustomer

Yummy, a Latin American super app, faced significant customer support challenges as it scaled. Their previous platform, Zendesk, was slow, cumbersome for agents to use, and led to long customer wait times of five minutes for a first response. To support its 24/7 operations handling thousands of daily chats, Yummy needed a more efficient and robust solution and chose to implement the Kustomer platform.

By implementing Kustomer, Yummy's agents gained a unified view of customer interactions, streamlining their workflow. The results were dramatic: the company achieved an 80% improvement in first response times and a 42% decrease in average resolution times. This increase in efficiency allowed Yummy to reduce its support team by six positions while maintaining customer satisfaction scores above 90%. Kustomer provided the scalable, cost-efficient model the growing company needed.

Yummy