Kustomer × Makesy
Kustomer x Makesy, small team escapes CRM chaos
Conversational assistant resolved 71 tickets without an agent within three months
Overwhelmed and disorganized to structured and high-touch
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Why it works
The story earns its Efficiency tag through concrete before-state detail: manual message selection, manual bulk emails, and no agent availability visibility. The self-service deflection numbers (48 tickets in week one, 71 within three months) are specific and attributable, which is unusual for a story this size. The piece also has a genuine secondary New Capability angle in SMS, though that is flagged as future work rather than a delivered result.
Steal this
Use a two-beat deflection metric: show the number at launch and again at the 90-day mark to demonstrate trajectory rather than a single static figure.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Kustomer's published work; we link to the source and lead with our analysis.