Customer support · Production

APLAZO increases CSAT by 40% within four months using Kustomer's AI-powered CX platform

The problem

APLAZO's rapid growth—serving millions of users and recording over 300,000 app downloads per month—required the company to scale customer support while maintaining a close, efficient, and trusted customer experience without compromising service quality.

Workflow diagram · grounded in source
1
Customer inquiry via WhatsApp or in-app chat
trigger
“95% of APLAZO's customer support is handled via WhatsApp and the newly integrated in-app chat”
2
AI for Customers responds
ai_action
“This conversational automation tool provides instant, natural responses via WhatsApp, the brand's primary customer service channel, and through the newly implemented in-app chat. Together, these channels handle 95% of all customer inquir…”
3
Route complex cases to agents
routing
“Route complex cases to the customer service team with full conversational context”
4
AI for Reps assists agents
ai_action
“Delivers real-time response suggestions, increasing productivity. Offers contextual support based on the same knowledge base used by the conversational AI. Serves as a guide for complex workflows and error reduction.”
5
Human review of complex cases
human_review
“Allow customer service teams to focus on higher-complexity cases where human judgment and empathy are essential”
Reported outcome

APLAZO increased CSAT by 40% within four months for general information inquiries, and automation's share of total inquiries increased by 36%, reaching 60% of all inquiries automated.

Reported metrics
CSAT increase40%
Automation share increase36%
Inquiries now automated60%
customer support via WhatsApp and in-app chat95%
Show all 8 reported metrics
CSAT increase40%
automation share increase36%
inquiries now automated60%
customer support via WhatsApp and in-app chat95%
Google Play rating4.8
App Store rating4.9
agent productivityincreasing productivity
errors and frictionfewer errors through more precise and consistent workflows
Reported stack
KustomerWhatsApp
Source
https://www.kustomer.com/resources/pr/aplazo-kustomer/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

APLAZO increased CSAT by 40% within four months for general information inquiries, and automation's share of total inquiries increased by 36%, reaching 60% of all inquiries automated.

What tools did this team use?

Kustomer, WhatsApp.

What results were reported?

CSAT increase: 40%; Automation share increase: 36%; Inquiries now automated: 60%; customer support via WhatsApp and in-app chat: 95% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer inquiry via WhatsApp or in-app chat → AI for Customers responds → Route complex cases to agents → AI for Reps assists agents → Human review of complex cases.

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