80%
“First response times improved 80%”
As published on kustomer.com. Checked by usedby on Oct 9, 2026.
What happened
Yummy, a Latin American super app for ride-hailing, deliveries and a marketplace, uses Kustomer for live chat support inside its branded mobile app via SDK integration, plus a WhatsApp channel and form and email workflows for refunds and finance. It replaced Zendesk to give agents a single view of customer conversations and real-time performance metrics.
Summary written by usedby from the source page, in English. The figures are those of Kustomer and Yummy, not ours.
- 42 percent“resolution times decreased 42 percent”
- six positions“reduce its support team by six positions”
- 90 percent“Customer satisfaction consistently stays above 90 percent”
First response times improved 80% and resolution times decreased 42 percent. These improvements allowed Yummy to reduce its support team by six positions, even as overall demand increased.
With Kustomer, everything is in one place. Agents can see their performance metrics in real time, something we never had with Zendesk.
What the story claims, and what we checked
What we compared with the page.
- The figure: 80%CheckedPrinted word for word on the page, near the name of Yummy.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Yummy.
- Yummy uses KustomerCheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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