Kustomer reports that Kent Outdoors saved an estimated 664 hours after replacing manual conversation tagging with Kustomer Conversation Intelligence. The 30-person CX team supports 15 outdoor and watersports brands. Before the change, agents chose a Contact Reason for each conversation, so tagging varied by agent.
The figures cover more than 140,000 conversations over 22 months. Kent Outdoors reports 360+ hours saved a year, including nearly 90 hours in a single peak-season month.
Lizzy Beers, Senior Manager, Consumer Experience at Kent Outdoors, says the team now has consistent data across all brands. She says this gives the team more confidence in its reporting.