Case Study: Priority Bicycles achieves rapid, personalized support and lifelong customer loyalty with Kustomer

Priority Bicycles on Making Customers the Priority

Priority Bicycles, founded by David Weiner, is a direct‑to‑consumer brand known for lightweight, low‑maintenance bikes launched on Kickstarter. Competing in a crowded market and selling primarily online, the company’s core challenge was earning trust quickly and delivering personal, rapid customer service—especially to buyers unfamiliar with bike assembly—so prospects convert and customers keep coming back.

Priority solved this by using Kustomer to consolidate Shopify, email, chat, SMS, social and phone history into a single timeline, enabling fast, knowledgeable responses 7 days a week and personalized troubleshooting (including photo/video via text and tailored knowledge‑base links). The result: faster sales conversions, higher satisfaction, stronger customer loyalty and word‑of‑mouth referrals—turning support interactions into long‑term advocates.

Priority Bicycles

David Weiner

Founder and Bicycle Designer