customer_support · finance · workflow
Aplazo achieves 40%+ CSAT improvement and 36% automation increase with Kustomer AI
Hypergrowth tripled APLAZO's support volume, leaving the team at capacity and exposing operational gaps that adding headcount alone could not fix. They needed a scalable model that preserved the empathy and speed their brand was built on.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer inquiry via messaging channel
Customer inquiries arrive through WhatsApp and in-app chat, which together account for 95% of general info inquiries.
Tools used
KustomerKustomer ConciergeKustomer Envoy
Outcome
Within four months, APLAZO achieved a 40% CSAT improvement for general-information inquiries and a 36% increase in automation's share of total inquiries, while human specialists shifted focus to high-value, sensitive financial cases.
Results
Time savedwithin just four months
Volume40%+
Grounding & classification
Source type: vendor customer story
28 fields verified against source quotes.
agent assistchatbotconversational aichat transcripthuman review describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedfinancial servicesautomation ratecustomer satisfactionemployee productivityresponse time reductionvendor customer storycustomer supportautonomous resolutionescalation workflow