customer_support · ecommerce · workflow
Terra Kaffe maintains CSAT in the mid-90s after switching from Zendesk to Kustomer
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.
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 · Customer reaches out
Customers reach out multiple times with questions or feedback about their Terra Kaffe product.
Tools used
KustomerZendeskSiena AI · partnerLoop · partnerShopify · partnerJira · partnerAircall · partner
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.
What failed first
Zendesk's disjointed conversation structure required agents to track history across multiple unlinked tabs and left customers feeling disconnected and underserved.
Grounding & classification
Source type: vendor customer story
22 fields verified against source quotes.
support ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedretailcustomer satisfactionvendor customer storycustomer supportdata sync enrichment