Case Study: Nuts.com achieves personalized, more efficient customer service (20% lower AHT, 23% less After Call Work) with Kustomer

How a Team of CX Nuts Make Customer Interactions Authentic and Efficient

Nuts.com, a family-run online specialty grocer founded in 1929, needed a more personal, customizable CX platform to preserve its people-first approach while improving operational efficiency. Their previous system didn’t give agents the customer context or routing flexibility required to create genuine, one-to-one conversations across diverse customer needs.

By partnering with Kustomer and using Timeline, Workflows and an Amazon Connect integration, Nuts.com unified touchpoints, routed customers by custom attributes, and automated proactive notifications so agents could resolve issues in a single workspace. The results: Average Handle Time dropped 20%, After Call Work decreased 23%, and voice service levels rose about 10% in the first month (approaching 20%), enabling more personalized, efficient service.

Nuts.com

Erica Gutierrez

Customer Experience Manager