Case Study: HexClad achieves higher customer satisfaction and loyalty with Kustomer

A cookware brand that uses Kustomer to maintain high customer satisfaction and loyalty

HexClad, the cookware brand, needed a flexible customer experience platform to maintain high satisfaction and loyalty while scaling support and improving post-purchase communications. Using Kustomer, HexClad wanted a reliable foundation to manage customer interactions, integrate new tools, and turn customer feedback into better service.

Kustomer helped HexClad streamline support, launch a new contact channel on Black Friday without issues, and use conversation data to create proactive welcome emails that reduced support volume. HexClad also used Kustomer insights to spot trends, investigate return spikes, and improve products and experiences, helping drive smoother service, stronger loyalty, and measurable reductions in unnecessary customer contacts.

HexClad

Michael Ludwig

Head of Customer Experience