Case Study: Bulletproof reduces cost per contact and boosts CSAT with Kustomer

Bulletproof reduces cost per contact by $3 to $4 with Kustomer

Bulletproof, a nutritional and wellness brand, sought to improve the efficiency and quality of its customer care. Their team faced a mix of transactional issues and high-touch conversations, needing a platform to streamline workflows and unify communications across channels. They switched from Zendesk to the Kustomer CRM platform, integrated with Amazon Connect for telephony.

Using Kustomer, Bulletproof automated transactional workflows like delivery problem-solving, which reduced routine contacts to advocates. This Kustomer solution, combined with a focus on mobile-friendly omnichannel support via Amazon Connect, freed agents for higher-value interactions. The results included a 50% reduction in average handle time, a 15-point increase in CSAT, and a cost reduction of $3 to $4 per contact.

Bulletproof