Case Study: Coterie achieves record CSAT with Cotera

Scaling personalized support to deliver record CSAT

The children's apparel brand Coterie faced a challenge in scaling its high-touch, personalized customer service. Key personal details needed to make customers feel "known" were buried in past support conversations, making it too time-consuming for agents to find and use them consistently while maintaining efficiency.

Cotera addressed this by implementing AI agents that automatically extract critical personal details from conversation histories and surface them directly within the CRM. This solution enabled Coterie's agents to respond faster and more personally, which lifted customer satisfaction (CSAT) scores to an all-time high and ensured the personalized experience was delivered consistently to every customer.

Coterie

Rebecca Blount

Head of Customer Strategy