Case Study: Away Travel achieves faster, personalized customer service with Kustomer

Away - Customer Case Study

Away is a direct-to-consumer travel brand founded in 2016 that has sold over 500,000 suitcases and prides itself on being customer-obsessed. Despite strong community feedback guiding product decisions, Away’s CX team struggled with fragmented information and constant tab-switching across systems, which slowed response times and made it hard to get a holistic view of customer interactions.

By moving to Kustomer, Away consolidated order history, past interactions and other data into a single customer timeline and adopted powerful Search-driven workflows. This allowed specialized teams (returns, shipping, product questions, etc.) to work more efficiently with personalized context, dramatically speeding up responses, streamlining conversations and delivering measurable efficiency gains across 50+ users after switching from Desk.com.

Away

Jayne Flynn

Data & Analytics