Case Study: SmugMug achieves a 10% reduction in average replies per conversation and a streamlined customer experience with Kustomer

Creating a picture perfect customer experience for their photocentric community

SmugMug, the long‑running platform for photographers that recently acquired Flickr, needed a more customer‑centric, scalable support solution to serve its photo‑centric community—handling subscriptions and on‑demand print sales while avoiding time‑consuming jumps between systems. With a history of early CX investment and prior use of Assistly/Desk, the team sought a unified view that would let agents quickly understand each customer’s journey.

SmugMug implemented Kustomer, whose single customer timeline brings all transaction details into the agent’s view, reducing context switching and speeding resolution. Since switching from Desk, the platform’s favorite feature has been the Customer Timeline, and SmugMug has seen concrete benefits—most notably a greater than 10% drop in Average Replies per Conversation—improving both efficiency and customer satisfaction.

SmugMug

Ben MacAskill

VP of Operations