Case Study: The Farmer’s Dog achieves 57% faster response times and 50% more conversations handled with Kustomer

Kustomer helps this fresh pet food subscription service cook up delicious customer experiences

The Farmer’s Dog is a subscription service that delivers freshly made dog food after its founders uncovered safety and quality issues in the pet food industry. Their lean CX team must educate new subscribers, protect dog health, and provide same-day, multi-channel, deeply detailed support—challenges that exposed limitations in their previous helpdesk and drove them to find a more customer-centric platform.

They moved to Kustomer’s omnichannel platform, using Timeline views, Custom Objects and automated workflows so agents have full context and resolve issues faster. Within months they saw a 57% drop in average response time, a 46% improvement in handle time and now handle 50% more conversations per day with no additional staff; platform data is also informing product, service and education decisions.

The Farmer’s Dog

Molly Garraway

Senior Manager of Customer Experience