Case Study: Smalls achieves faster, more personal customer support with Kustomer

Smalls scales customer support over 6 years with Kustomer

Smalls, a direct-to-consumer pet food company, faced challenges scaling its customer support while maintaining a personalized experience as its subscription base grew. Their previous system, Zendesk, did not provide a unified view of customer data across multiple platforms, which slowed response times and made personalization difficult. To address this, they switched to the Kustomer platform to gain better visibility and integration.

By implementing Kustomer, Smalls integrated its various data sources, including Shopify and Recharge, into a single customer timeline for full context. This provided agents with powerful search and custom attributes to resolve issues faster and identify trends. The solution resulted in dropped response times, improved agent productivity, and dramatically expanded visibility for managers, allowing the support team to act with both speed and insight.

Smalls