Case Study: Jerome's Furniture cuts cost per contact by 40% with Kustomer

Jerome's Furniture cuts cost per contact by 40% with Kustomer

Jerome's Furniture, a family-owned retail company, was struggling with a rigid, outdated ticketing system that could not handle the post-pandemic shift to digital channels like SMS and social media. Their previous solution, Zendesk, created inefficiencies as agents had to switch between disconnected systems, slowing down service and frustrating both customers and staff. They partnered with Kustomer to adopt a more modern, conversation-driven platform.

Kustomer provided a unified platform that integrated all communication channels into a single agent dashboard. The solution included shifting conversations into cost-saving Tasks and using Kustomer Forms for internal operational reporting. This resulted in a 40% decrease in cost per contact, a 97% decrease in average speed to answer, and an 80% reduction in duplicate customer inquiries. The implementation also provided valuable new insights that improved workflow and resource allocation.

Jerome's Furniture