Yummy scales support and drives faster resolutions with Kustomer

Founded in Venezuela in 2020, Yummy began as a food delivery service in Caracas and quickly grew into a multi-vertical super app. Today, it powers ride-hailing, deliveries, and a newly launched marketplace, handling thousands of trips and orders daily. With a network of more than 20,000 drivers and a customer base that depends on fast and reliable service, Yummy’s mission is to simplify everyday life in Latin America by connecting people to what they need, when they need it.

Customer support plays a central role in that mission. As Noel Rodriguez, Director of Live Ops and Support, explained, “We operate twenty-four hours, 7 days per week. At peak times, our support team receives up to 6,000 chats in a single day. We needed a customer service platform that could keep up.”

When Yummy first launched, the company used Zendesk as its customer support solution. As demand grew, however, the platform began to strain operations. Zendesk’s system requirements were heavy, slowing down team computers and making day-to-day work cumbersome. Agents had to navigate across multiple interfaces just to find basic information, which frustrated staff and dragged down efficiency.

At the same time, customers were waiting too long for help. First response times averaged five minutes or more, and resolution times stretched to 12 minutes. Even with these challenges, Yummy was paying a premium for the platform, a cost that no longer made sense for a growing startup with ambitious expansion plans.

After evaluating several providers, Yummy chose Kustomer for its simplicity, flexibility, and focus on live chat. Unlike ticket-based systems, Kustomer enabled real-time conversations, which was essential for managing urgent requests from riders, drivers, and delivery customers.

Implementation was straightforward. Yummy’s own operations team configured Kustomer with support from their technical group, creating a system tailored to their needs. Agents quickly adapted to the platform, which consolidated all information into a single view and provided tools for labeling, reporting, and automation. Rodriguez noted that the transition to Kustomer was smoother than any previous platform change. Within just two weeks, the team felt fully comfortable using it.

Today, Kustomer powers Yummy’s support directly inside the company’s branded mobile app through SDK integration. Customers and drivers can chat with agents without leaving the Yummy experience. In addition, the company manages specialized workflows for refunds and finance through forms and email.

For users with connectivity issues, Yummy also provides a WhatsApp channel, ensuring no one is left without access to help. This unified approach gives Yummy’s agents a complete view of customer interactions across channels, eliminating the need to switch between platforms.

Since moving to Kustomer, Yummy has seen significant improvements in speed, efficiency, and customer satisfaction. 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.

Customer satisfaction consistently stays above 90 percent, with plans to push higher as Yummy fine-tunes its processes. The unified platform also makes performance transparent. Agents can view their own metrics at the end of each shift, enabling immediate feedback and accountability, something that was impossible with Zendesk’s weekly reports.

By switching to Kustomer, Yummy transformed its support operations into a faster, more scalable, and cost-efficient model. The company not only improved key performance metrics but also gave its agents a platform that is easier to use and more empowering.

Looking ahead, Yummy plans to build on this foundation by expanding its use of automation and artificial intelligence within Kustomer. The goal is to handle routine inquiries through AI while freeing agents to focus on more complex cases.

For a company that operates 24 hours a day, seven days a week, Kustomer has become a trusted partner in helping Yummy deliver on its promise of reliable, responsive service for both customers and drivers.