Customer support ·

Yummy Transforms Customer Support with Kustomer, Improving First Response Times 80%

The problem

Yummy's rapid growth exposed Zendesk's limitations: heavy system requirements slowed agent computers, fragmented interfaces forced agents to navigate multiple screens for basic information, and first response times averaged five minutes or more with resolution times stretching to 12 minutes — all while paying a premium cost that no longer fit a scaling startup.

First attempt

Zendesk's ticket-based architecture was not suited for Yummy's real-time live-chat operation: heavy system load degraded agent computers, siloed interfaces frustrated staff, and a premium price tag no longer matched the value delivered.

Workflow diagram · grounded in source

Customer initiates chat

trigger

“Customers and drivers can chat with agents without leaving the Yummy experience. In addition, the company manages specialized workflows for refunds and finance through forms and email. For users with connectivity issues, Yummy also provi…”

Unified channel view for agents

integration

“This unified approach gives Yummy's agents a complete view of customer interactions across channels, eliminating the need to switch between platforms”

Agent handles conversation

human_review

“Agents quickly adapted to the platform, which consolidated all information into a single view and provided tools for labeling, reporting, and automation”

Real-time shift metrics feedback

feedback_loop

“Agents can view their own metrics at the end of each shift, enabling immediate feedback and accountability, something that was impossible with Zendesk's weekly reports”

Reported outcome

After switching to Kustomer, Yummy improved first response times by 80%, cut average resolution times by 42%, and maintained customer satisfaction above 90%, while reducing the support team by six positions despite increased overall demand.

Reported metrics

First response time improvement80%

Average resolution time decrease42%

Customer satisfaction score90+%

Support team headcount reductionsix positions

Show all 7 reported metrics

first response time improvement80%

average resolution time decrease42%

customer satisfaction score90+%

support team headcount reductionsix positions

peak daily chat volumeup to 6,000 chats in a single day

first response time before Kustomerfive minutes or more

resolution time before Kustomer12 minutes

Reported stack

KustomerZendeskWhatsApp

Source

https://www.kustomer.com/customers/yummy/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After switching to Kustomer, Yummy improved first response times by 80%, cut average resolution times by 42%, and maintained customer satisfaction above 90%, while reducing the support team by six positions despite in…

What tools did this team use?

Kustomer, Zendesk, WhatsApp.

What results were reported?

First response time improvement: 80%; Average resolution time decrease: 42%; Customer satisfaction score: 90+%; Support team headcount reduction: six positions (source-reported, not independently verified).

What failed first in this deployment?

How is this customer support AI workflow structured?

Customer initiates chat → Unified channel view for agents → Agent handles conversation → Real-time shift metrics feedback.