Customer support ·
UNTUCKit increases agent productivity 25% and reduces voice handle time with Kustomer
The problem
UNTUCKit's customer service agents lacked visibility into customer lifetime value and history, and were forced to toggle between multiple disparate platforms and point solutions, causing inefficiency.
Workflow diagram · grounded in source
1
Unified customer timeline
integration
“team members have the advantage of seeing all relevant customer information in the customer timeline”
2
Agent resolves inquiry
output
“Team members have a virtually seamless process in gathering the right data points and resolving customer inquiries. With all necessary information right in front of them, agents feel empowered”
3
Proactive customer outreach
output
“Kustomer's capabilities allow UNTUCKit to take a much more proactive approach contacting customers and filling gaps in service before they become an issue”
Reported outcome
UNTUCKit increased agent productivity by 25%, decreased voice handle times, and achieved a significant increase in First Call Resolution by consolidating all customer information in a unified platform.
Reported metrics
Agent productivity25%
Voice handle time decrease (headline)30%
Voice handle time decrease (seconds)30 seconds
First Call Resolutionsignificant increase
Show all 5 reported metrics
agent productivity25%
voice handle time decrease (headline)30%
voice handle time decrease (seconds)30 seconds
First Call Resolutionsignificant increase
CSATimproved CSAT
Reported stack
Kustomer
Frequently asked questions
What did this team achieve with this AI workflow?
UNTUCKit increased agent productivity by 25%, decreased voice handle times, and achieved a significant increase in First Call Resolution by consolidating all customer information in a unified platform.
What tools did this team use?
Kustomer.
What results were reported?
Agent productivity: 25%; Voice handle time decrease (headline): 30%; Voice handle time decrease (seconds): 30 seconds; First Call Resolution: significant increase (source-reported, not independently verified).
How is this customer support AI workflow structured?
Unified customer timeline → Agent resolves inquiry → Proactive customer outreach.