Case Study: Terra Kaffe achieves full customer visibility and mid-90s CSAT with Kustomer

A luxury coffee machine maker switched from Zendesk to Kustomer for better customer visibility

Terra Kaffe, a luxury coffee machine maker, needed a customer service and CRM platform that could give its team full visibility into the customer relationship. While using Zendesk, the company struggled with disconnected conversations and had to juggle multiple tabs to understand customer history, which made the experience feel fragmented for high-touch, high-consideration buyers.

Terra Kaffe implemented Kustomer, choosing its Timeline view and Collaborators features to unify customer history and bring engineering and ops into the loop. With Kustomer, Terra Kaffe maintained CSAT scores in the mid-90s even as its customer base more than quadrupled, while also improving cross-team efficiency through integrations with tools like Shopify, Jira, Aircall, Siena AI, and Loop.

Terra Kaffe

Cate Marques

CXO