Case Study: MeUndies cuts support costs and scales customer experience with Kustomer

MeUndies cuts support costs and shifts 30 points of volume to chat with Kustomer

MeUndies, an eCommerce subscription company, faced a significant challenge when its customer support team was reduced by nearly 70%. The mandate was to maintain their high-quality, personal customer experience while doing more with less, especially heading into their peak season. To address this, they implemented Kustomer, using its Workflows product to intelligently automate support without requiring engineering resources.

Using Kustomer Workflows, MeUndies strategically shifted customer volume to chat by guiding users to the fastest resolution path. This automation handled common requests and managed peak volume spikes. The results were substantial: chat grew from 36% to 66% of all inbound volume, a 30-point channel shift. Kustomer enabled the team to deflect thousands of tickets during their busiest month while holding CSAT steady and allowing agents to focus on more complex interactions.

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