Case Study: ALEX AND ANI achieves faster, more efficient customer support with Kustomer

Using a centralized customer support platform to empower agents and better serve customers

Alex and Ani, a jewelry maker and retailer, struggled to support growing customer demand because its service team used disconnected systems for calls, emails, reporting, and softphones. Without a single customer view, agents had trouble tracking prior interactions, training new staff was cumbersome, and the company’s small team was stretched especially during the holiday season. Kustomer was brought in to help with a centralized customer support platform.

Kustomer implemented a unified customer engagement solution with single customer profiles, order tagging, call recording, and out-of-the-box reporting. As a result, Alex and Ani gained a clearer view of customer interactions, faster issue resolution, easier onboarding, and better visibility for management. The company also expected improved efficiency during peak seasons and a stronger foundation to handle future hiring and higher volumes.

Alex and Ani

Kathryn Syzmanzki

Sr. Manager of Customer Experience