customer_support · finance · workflow
APLAZO increases CSAT by 40% within four months using Kustomer's AI-powered CX platform
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.
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 WhatsApp or in-app chat
95% of customer support inquiries arrive via WhatsApp and the newly integrated in-app chat.
Tools used
Kustomer
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.
Results
Volume40%
Grounding & classification
Source type: press release
32 fields verified against source quotes.
agent assistchatbotconversational aichat transcriptknowledge basehuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedvendor confirmedworkflow describedfinancial servicesautomation ratecustomer satisfactionemployee productivityerror reductionpress releasecall center aicustomer supportautonomous resolutionescalation workflow