Customer support ·

HexClad increases AOV by $100 and CLV by 21% through omnichannel CX strategy on Kustomer

The problem

HexClad sold across multiple channels (Amazon, Costco, DTC) and needed a unified view of the customer journey so agents could quickly understand context and resolve issues, including warranty registrations for non-DTC buyers.

Workflow diagram · grounded in source
1
Omnichannel data aggregated into KMS
integration
“We pull every omnichannel customer touchpoint into KMS, which gives our agents a complete view of our customer”
2
Warranty registration touchpoint
trigger
“we created a warranty registration touchpoint so customers who bought on different channels can go to our website and register their product on the rare occasion the lifetime warranty needs to be exercised”
3
Agent resolves with full context
output
“whenever someone reaches out with an issue, our agents can quickly see what's going on and solve the problem”
4
Conversation recording and tagging
feedback_loop
“We record every conversation on KMS. We have agents select the reason why a customer is reaching out and the product they're contacting us about. This uniformity allows us to extract data if needed.”
5
Returns trend monitoring
feedback_loop
“We closely monitor our returns platform and always keep our eyes out for any unusual increase in returns. If we see patterns emerging, we'll check KMS to dig for more information and pull customer quotes to get to the bottom of it and so…”
6
Proactive welcome email series
output
“We take the feedback that we get from KMS and collaborate with our growth and retention team to create a series of welcome emails. For instance, we send out an email that addresses commonly asked questions. The goal of this email is to p…”
Reported outcome

Customers who interact with HexClad's support team have an average order value about $100 higher and lifetime value roughly 21% higher than non-interacting customers; over 27,000 customers made purchases after speaking with support.

Reported metrics
Average order value vs non-interacting customers$100 higher
Customer lifetime value increase21% higher
Customers who purchased after support interactionover 27,000
Customers making second purchase same day as support interaction11%
Show all 5 reported metrics
average order value vs non-interacting customers$100 higher
customer lifetime value increase21% higher
customers who purchased after support interactionover 27,000
customers making second purchase same day as support interaction11%
customers making second purchase within a week of support interaction31%
Reported stack
Kustomer
Source
https://www.kustomer.com/customers/hexclad
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Customers who interact with HexClad's support team have an average order value about $100 higher and lifetime value roughly 21% higher than non-interacting customers; over 27,000 customers made purchases after speakin…

What tools did this team use?

Kustomer.

What results were reported?

Average order value vs non-interacting customers: $100 higher; Customer lifetime value increase: 21% higher; Customers who purchased after support interaction: over 27,000; Customers making second purchase same day as support interaction: 11% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Omnichannel data aggregated into KMS → Warranty registration touchpoint → Agent resolves with full context → Conversation recording and tagging → Returns trend monitoring → Proactive welcome email series.

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