Case Study: Kai USA reduces shipping inquiry volume by 92% with WeSupply Labs

Kai USA Cuts Down Customer Order Inquiries By 92%

Kai USA, the consumer goods company behind Kershaw, ZT, and Shun knives and cutlery, was seeing a surge in customer inquiries about order status as its eCommerce business grew. With products shipping from store locations near customers and multiple websites in use, tracking orders across the business had become difficult. To improve the post-purchase experience, Kai USA turned to WeSupply Labs and its branded tracking and notification tools.

WeSupply Labs implemented a fully integrated post-purchase experience with Magento, including branded tracking, split shipment views, proactive email and SMS notifications, and logistics analytics. The results were significant: Kai USA reported a 92% reduction in weekly customer support inquiries about order tracking, 80% open rates on shipping notifications, 19% click-through rates, and full visibility into warehouse processing and carrier shipping times.

Kai USA

Matt Matsushima

Vice President of Operations