customer_support · ecommerce · workflow
Makesy improves customer service self-service and response times with Kustomer
Makesy's customer service team was hampered by a disorganized previous CRM (Gorgias) with no visibility into agent availability, requiring agents to manually select messages, manually send bulk emails, and lacking the brand-voice customization and tagging clarity the team needed.
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 · Auto-route to agent inbox
Emails and live chats are automatically routed to individual team members in the order they arrive.
Tools used
KustomerKnowledge Baseconversational assistant
Outcome
After adopting Kustomer, the conversational assistant resolved 48 tickets in the first week without agent involvement, growing to 71 within three months. Makesy's agents are no longer overwhelmed and the team has received higher customer reviews.
What failed first
Gorgias, Makesy's previous CRM, had a confusing tagging system that made it impossible to accurately determine why customers were reaching out, and offered no insight into agent availability or scheduling.
Results
Time saved48
Volume71
Grounding & classification
Source type: vendor customer story
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chatbotsupport agentchat transcriptemailsupport ticketfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedecommerceretailcustomer satisfactiondeflection rateemployee productivityresponse time reductionvendor customer storycustomer supportticket triageautonomous resolutionintake to triage