Nathan James doubles customer interactions per hour with Kustomer
Before Kustomer, Nathan James agents had to switch between multiple disconnected tools to resolve a single customer issue — email, chat, phone, and social media were siloed in separate applications, causing wasted time, inconsistent data, and slow responses for customers.
The previous toolset, including Freshdesk, left agents switching between multiple disconnected systems with no unified customer view, making even basic tasks like issuing store credit clunky.
With Kustomer, Nathan James doubled customer interactions handled per hour, raised CSAT by 2 points, and unified all customer data into a single timeline, turning empathetic support into a word-of-mouth growth driver.
Frequently asked questions
What did this team achieve with this AI workflow?
With Kustomer, Nathan James doubled customer interactions handled per hour, raised CSAT by 2 points, and unified all customer data into a single timeline, turning empathetic support into a word-of-mouth growth driver.
What tools did this team use?
Kustomer, Freshdesk, Shopify, Reviews.io, Klaviyo.
What results were reported?
Customer interactions handled per hour: 2x; CSAT: 2pt increase; Repeat customer rate: 10–20% (source-reported, not independently verified).
What failed first in this deployment?
The previous toolset, including Freshdesk, left agents switching between multiple disconnected systems with no unified customer view, making even basic tasks like issuing store credit clunky.
How is this customer support AI workflow structured?
Customer contacts via any channel → Unified customer data timeline → Agent reviews full customer history → One-click structured resolution.