Case Study: Bulletproof achieves 50% faster handle times and reduced cost per contact with Kustomer

Kustomer helps Bulletproof’s customer care team achieve peak performance

Bulletproof, a nutritional and wellness brand, relies on its Customer Care Advocates to handle transactional issues, product discovery conversations, and detailed customer feedback. Facing high volumes of routine inquiries and a need to surface nuanced customer insights without expanding headcount, Bulletproof sought a unified, mobile-friendly CRM and telephony solution that could automate common workflows, route contacts efficiently, and provide enterprise-level reporting.

By implementing Kustomer with native Amazon Connect and its Bolt chatbot, Bulletproof automated delivery and problem‑resolution workflows, consolidated omnichannel conversations, and brought call data into a single analytics platform. The solution cut average handle time by 50%, lowered cost per contact by $3–$4, increased customer perception of support by 15 points in two months, and freed Advocates to focus on higher‑value, trust‑building interactions.

Bulletproof

Michael Callahan

Head of Customer Care and Experience