Customer support ·

Terra Kaffe maintains CSAT in the mid-90s after switching from Zendesk to Kustomer

The problem

Terra Kaffe's agents had to juggle multiple disconnected tabs in Zendesk to track prior customer conversations, leaving customers feeling unrecognized — a poor match for a high-touch, high-price-point product brand.

First attempt

Zendesk's disjointed conversation structure required agents to track history across multiple unlinked tabs and left customers feeling disconnected and underserved.

Workflow diagram · grounded in source
1
Customer reaches out
trigger
“customers tend to reach out multiple times with questions or feedback”
2
Agent views full timeline
integration
“Kustomer's Timeline feature impressed Terra Kaffe with its ability to show the full historical customer relationship”
3
Contextual service delivery
output
“We prefer to handle customers within the full context of their relationship with us, not through siloed tickets that provide little insight into their overall experience with the Terra Kaffe brand.”
4
Cross-team observer access
integration
“inviting the engineering and ops team as observers, Terra Kaffe can seamlessly bring in the customer's point of view during product development”
Reported outcome

After switching to Kustomer, Terra Kaffe maintained a CSAT in the mid-90s even as their customer community more than quadrupled, and operational efficiencies freed the team to pursue new brand initiatives.

Reported metrics
CSAT scoreCSAT in the mid-90s
Customer community sizemore than quadrupled
Reported stack
KustomerZendeskSiena AILoopShopifyJiraAircall
Source
https://www.kustomer.com/customers/terra-kaffe
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After switching to Kustomer, Terra Kaffe maintained a CSAT in the mid-90s even as their customer community more than quadrupled, and operational efficiencies freed the team to pursue new brand initiatives.

What tools did this team use?

Kustomer, Zendesk, Siena AI, Loop, Shopify, Jira, Aircall.

What results were reported?

CSAT score: CSAT in the mid-90s; Customer community size: more than quadrupled (source-reported, not independently verified).

What failed first in this deployment?

Zendesk's disjointed conversation structure required agents to track history across multiple unlinked tabs and left customers feeling disconnected and underserved.

How is this customer support AI workflow structured?

Customer reaches out → Agent views full timeline → Contextual service delivery → Cross-team observer access.

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