# How Aplazo uses Kustomer

**40%** CSAT increase for general-information inquiries

As published on [kustomer.com](https://www.kustomer.com/customers/aplazo/). Captured by usedby on 2026-10-09.

- Company: [Aplazo](https://www.usedby.ai/companies/aplazo.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Customer Support

## The use case: how Aplazo deploys Kustomer

Aplazo, a Mexican buy-now-pay-later platform, uses Kustomer AI Concierge to answer general-information inquiries automatically on WhatsApp and in-app chat, with handoff to live agents when needed. It also uses Kustomer Envoy to give human agents suggested answers and guided workflows grounded in the same knowledge base.

Summary written by usedby from the source page, in English. The figures are those of Kustomer and Aplazo, not ours.

> Kustomer Concierge took over the heavy lifting of responding to general inquiries in APLAZO's primary conversational channels:WhatsApp and the newly integrated in‑app chat, which together account for 95% of general info inquiries.

- **36%**: “Automations at Scale: Automation’s share of total inquiries increased by 36%, improving efficiency without sacrificing quality.”

> Kustomer helped us scale in a way that improved both efficiency and quality. Today, customer satisfaction is up 40%, and our team can focus on high-value conversations that require empathy and expertise. It's allowed us to grow without sacrificing the human experience.
>
> Alex Wieland, Co‑Founder and CRO, APLAZO

Source: [kustomer.com](https://www.kustomer.com/customers/aplazo/), captured 2026-10-03.

## Kustomer users in Fintech & Payments

- [Paddle](https://www.usedby.ai/companies/paddle.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 40% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Aplazo.
- Checked: Aplazo uses Kustomer. Confirmed line. Latest check across sources: 2026-10-20.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/aplazo-kustomer · How we check: https://www.usedby.ai/methodology