Yummy Transforms Customer Support with Kustomer, Improving First Response Times 80%
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.
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 initiates chat
Customers and drivers can chat with agents without leaving the Yummy experience through SDK integration in the mobile app.
Tools used
KustomerZendesk
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.
What failed first
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.