Kustomer
33 Case Studies
Case Study: ThirdLove achieves 96% CSAT and true omnichannel consultative support with Kustomer
A Kustomer Case Study
ThirdLove - Customer Case Study
ThirdLove is a fast-growing direct-to-consumer bra and underwear brand built around fit — using a data-driven Fit Finder and consultative Fit Stylists to personalize shopping. As the company scaled and added in-store experiences, it needed a CX platform that tracked the entire customer journey and enabled Fit Stylists to deliver consistent, consultative support across channels.
By implementing Kustomer with open APIs and integrations (Shopify, Stella Connect, Amazon Connect), Timeline, true omnichannel messaging and a two-tier routing workflow, ThirdLove created a single view of customers, automated routing and real-time performance insights. The solution delivered seamless channel switching, optimized staffing and scheduling, proactive engagement capabilities — and sustained a 96% CSAT.
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ThirdLove
Laura West
Customer Experience & Operations Manager