Blurbs Logo
Blurbs Logo Create Profile | Sign In

Kustomer

Claim page

"AI-powered customer service with CRM integration."

Case Study
Frequently Asked Questions
This platform unifies AI and CRM for enhanced customer service. It provides AI agents to handle customer inquiries, collect data across various channels, and automate simple tasks. This helps in reducing queries, increasing agent efficiency, and offering self-service support options. It's designed for seamless integration with existing systems, ensuring customer data remains secure and compliant.
Kustomer Stated Claims
These are public claims Blurbs AI believes to have been made by Kustomer.
Reduces support queries by 45%
Kustomer claims that their AI Agents for Customers reduce support queries by 45% with instant, human-like support.
Improves agent efficiency by 65%
Kustomer claims that their AI Agents for Reps boost agent efficiency by 65%, enabling smoother customer inquiry handling.
Supports proactive, seamless service
Kustomer claims that their platform anticipates needs and resolves issues proactively for seamless, personalized experiences.
AI AGENTS
CUSTOMER EXPERIENCE
CUSTOMER SERVICE
CRM
IOT TECH
SHOPTALK SPRING '25
BlurbSTAR Case Study
Makesy & Kustomer
Kustomer improved Makesy's customer service efficiency significantly.
45%
Great Stat
65%
Boost agent efficiency
1.
Situation
Lackluster CRM hinders service efficiency
→
Ineffective CRM hindered customer communication
→
Struggled to maintain Makesy's brand voice
→
Lacked SMS capabilities, limiting global reach
Makesy, a company focused on offering creative supplies and tutorials, was struggling due to an inefficient CRM system. Their existing CRM failed to provide necessary customizations, making it challenging for the customer service team to connect with their clients effectively. Without proper tools, the team couldn't maintain consistency and often failed to embody the Makesy brand in their communications. Additionally, the inability to seamlessly handle agent schedules and respond promptly to customer inquiries led to delays and diminished service quality. These issues were further compounded by the absence of SMS messaging capabilities, limiting Makesy’s international reach.
2.
Task
Identify a functional CRM solution
→
Find a CRM enhancing efficiency and brand voice
→
Implement tools for better message management
→
Ensure scalability and innovative engagement
Tasks centered around finding a CRM system that can improve Makesy’s service efficiency and restore their brand's unique voice in communications. Responsibilities included sourcing a platform that could help agents handle their messages more efficiently and address customer issues with reduced lag time. It was crucial to empower the team with tools that provide instant insights into customer interactions and allow for customization—thus safeguarding Makesy's lighthearted branding. The chosen solution needed to accommodate Makesy's operational size and agility while offering scalability and innovative customer engagement tools.
3.
Action
Adopted Kustomer CRM for efficiency
→
Implemented Kustomer's innovative CRM features
→
Enhanced communication efficiency and service quality
→
Encouraged self-service with a Knowledge Base
Makesy chose Kustomer as their new CRM to overhaul their customer service operations. Initiating with Kustomer's suite of features, including volume managers, personalized tagging, and easy customizations, the team could organize schedules better and improve communication efficiency. Implementation saw instant benefits; agents swiftly dealt with bulk emails and used personalized tools to maintain their distinct brand feel in customer interactions. Additionally, Kustomer’s Knowledge Base empowered customers to self-service, thus reducing workload on agents. Furthermore, adopting inbox routing ensured every client received personal attention, all supporting the team's operational objectives.
4.
Result
Enhanced service and customer satisfaction
→
Achieved quicker response times and efficiency
→
Saw improvement in customer satisfaction and reviews
→
Laid a scalable foundation for future growth
The switch to Kustomer significantly improved Makesy's customer service. Agents experienced increased productivity, evident from reduced response times and the ability to address multiple client issues promptly. The CRM allowed agents to resolve 48 tickets via conversation assistants in the first week alone, contributing to higher customer satisfaction and more positive reviews for Makesy. The streamlined process not only alleviated the agents' workload but also ensured a consistent and pleasant customer interaction experience, which was crucial to maintaining their brand integrity. The adoption of Kustomer thus set a foundation for future scalability with ongoing SMS integration plans.
Keywords
MAKESY
KUSTOMER
CUSTOMER SERVICE EFFICIENCY
CRM UPGRADE
SELF-SERVICE OPTIONS
BRAND VOICE CONSISTENCY
Kustomer
Website
Back to Top
© 2025 Blurbs
Privacy Policy