Kustomer

“"For anyone considering the Kustomer platform, I would encourage them to seek out clients that are already using it, brands like UNTUCKit, and also really get to know some of the people that are working at Kustomer,"”

““The reason that we went with Kustomer is because we felt like it was a company that would truly be a partner for us in our business – someone that was growing as fast as we were,””

““The ease of use has been really flawless, and everything our team members need is finally all in one place.””

““Throughout our relationship with Kustomer,  we’ve been able to maintain a CSAT in the mid-90s  for much of our growth, and we’re able to more effectively serve our community, even as it’s  more than quadrupled  in a relatively short period of time.””

““ The most persuasive feature Kustomer offered was the timeline layout . We prefer to handle customers within the full context of their relationship with us, not through siloed tickets that provide little insight into their overall experience with the Terra Kaffe brand.””

““Because our customers are purchasing a luxe product, our service needs to match that energy, including the ability to have full visibility into the customer relationship at our fingertips.””

““ We found ourselves constantly with several tabs open just to track prior conversations with a customer, as they weren’t linked . Because we service a high-consideration, high price point, and high touch product, we found that customers tend to reach out multiple times with questions or feedback.  Historical conversations being segmented made customers feel like we had no insight into their broader relationship with us. ””

““The most persuasive feature Kustomer offered was the timeline layout.””

“We’re data-driven, but we’re also people-driven,” she said. “Kustomer gives us both — clean insights and a way to make every interaction special.”

“People are surprised when they call us and an actual human picks up,” she said with a smile. “We want to keep that. But I do see AI helping us behind the scenes — making agents faster, smarter, more proactive.”

“Word of mouth has become one of our biggest growth drivers,” Taylor shared. “People have a great experience, they love their furniture, and they tell their friends. That’s the best validation we could ask for.”

“We know buying furniture online can feel scary,” Taylor said. “If something isn’t right, we want to make it effortless for the customer to get what they need. That level of care is what keeps people coming back.”

“Kustomer pulls all customer information on one timeline. We see a customer’s full history right there, without switching around. That’s been a game-changer for us.”

“Kustomer’s search and custom attributes give us the ability to double click into emerging customer issues to diagnose patterns, and fix problems faster.”

“Kustomer has been with us through every stage of our growth. As our business evolved, we’ve been able to mold the platform right alongside it—to fit new processes, integrate new tools, and meet our customers where they are.”

““We’re a small team, but with Kustomer we can do a lot. It’s made a dramatic difference in our service, enabling us to serve our customers with the care they deserve,””

““Every highlight solved another pain point, and every detail was future-focused, innovative, and functional. The platform was a huge upgrade,””

““Kustomer became the operational backbone that made it possible to do more with less, without compromising on quality,” said Michelle.”

““Kustomer’s AI Workflow Assistant played a critical role here, enabling us to stand up these complex, high impact automations quickly. I was surprised at how easy it was. We could go from idea to fully built workflow in minutes,” explained Michelle. “As a result, we deflected thousands of tickets in December which was something we wouldn’t have been able to do without Kustomer.””

““With Kustomer, we fully own our CX ecosystem. I can build, customize, and iterate in real time, no technical support or advanced coding required. That level of independence was everything when it came to scaling quickly.””

““Automation was inevitable, but the real challenge was finding a way to implement it intelligently,” said Michelle. “We needed to move quickly enough to meet the moment without compromising the customer experience that is so core to the MeUndies brand.””

““Kustomer gives us the confidence to scale without sacrificing speed, accuracy, or the customer experience,” said Danklef. “It’s not just supporting our business today but it’s helping us build what comes next. That’s what makes it such a strategic investment for us.””

““Kustomer isn’t just a vendor, they are a true partner. They’ve worked side by side with us to optimize our workflows and build a success plan that supports real growth.””

““Kustomer’s ability to combine conversational AI with backend integrations has allowed us to automate complex workflows while protecting pricing integrity and the customer experience.””

““We didn’t want a chatbot that would just deflect work. We needed AI that could take a customer from inquiry to completed purchase without human intervention, and Kustomer made that possible.””