Bulletproof reduces average handle time 50% and CSAT 15 points with Kustomer
Bulletproof's Customer Care Advocates were spending too much time on transactional conversations such as delivery issues, and support channels were fragmented — Advocates had to log into separate platforms like Facebook — preventing unified analytics and leaving insufficient time for high-value discovery and feedback interactions.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Delivery feedback notification
When an online shopper receives a Bulletproof delivery, a notification is sent asking for hashtag feedback.
Bulletproof achieved a 50% reduction in average handle time, a 15-point increase in customer satisfaction scores within two months, and a reduction of $3 to $4 per contact cost by automating transactional workflows and unifying omnichannel support through Kustomer and Amazon Connect.
What failed first
Previous telephony solutions raised call quality and cost-effectiveness concerns, and Bulletproof had been using Zendesk before switching to Kustomer.