Kustomer says its customer Nathan James, a furniture brand that sells only online, now handles twice as many customer interactions per agent hour. Before Kustomer, email, chat, phone and social ran in separate tools, and agents moved through five to ten systems to answer one question.
Kustomer now places Shopify orders, Reviews.io reviews and Klaviyo data on one customer timeline. Store credit runs as a one-click workflow built from forms the CX team created. Taylor Johnson, Director of CX, leads a global support team of 24.
Nathan James reports a gain of 2 CSAT points and 10 to 20% of shoppers returning to buy again. The post does not state the measurement period or the baseline for these figures.
Source: linkedin.com