Jokr/Daki

Everlane saw a 4x increase in deflections using Kustomer's AI.

Challenge
Everlane struggled with scalability, complex maintenance, and limited personalization, impeding tailored customer experiences.
Solution
Transitioning to Kustomer provided 360-degree insights, omni-channel support, AI capabilities, and streamlined workflows.
Success
Kustomer boosted agent productivity, customer satisfaction, streamlined workflows, and enhanced CX metrics.
Company
Everlane
www.everlane.com
Industry
Switched from
Key Outcomes
25%
agent hours saved
4x
increase in deflections using AI
The Challenge
Everlane struggled with scalability, complex maintenance, and limited personalization, impeding tailored customer experiences.
The Solution
Transitioning to Kustomer provided 360-degree insights, omni-channel support, AI capabilities, and streamlined workflows.
“The view of the customer is much more holistic thanks to the Kustomer timeline.”
Ashley Julison
Sr. CX Specialist

“Now we are proactive in answering customer questions before they even need to reach out to our team.”
The Story
Introduction
Everlane, a sustainable fashion brand known for its ethically made and high-quality pieces, is revolutionizing customer experience (CX) with a vision to create memorable connections through personalized service. By combining proactive support, self-service, and human-based support, Everlane continuously seeks to enhance the customer journey.
Previous Solution
Everlane’s previous CX platform presented numerous challenges, including limited scalability, cumbersome maintenance, and a lack of personalization. These issues hindered the brand’s ability to deliver the creative and tailored customer experiences it envisioned. Transitioning to Kustomer enabled Everlane to overcome these obstacles and elevate its CX capabilities.
Innovating CX with Kustomer
"We use Kustomer to leverage communication with customers throughout the entire customer journey from first impression to repeat purchases,” says Ashley Julison, Senior CX Specialist at Everlane. “We have a unique mandate to build a true, world-class customer experience. Kustomer is instrumental in how we build that service experience. We really feel like we have a great technology partner and are excited to keep building upon that relationship."
Kustomer impressed Everlane with its ability to:
- Provide 360-degree customer insights and control via Kustomer’s Timeline integration with order management system (OMS).
- Enable true omni-channel support.
- Leverage advanced AI capabilities.
- Simplify deployment and maintenance, eliminating the cumbersome processes of the prior platform.
The switch to Kustomer has equipped Everlane to deliver personalized service at scale, transforming its approach to CX. “Now we are proactive in answering customer questions before they even need to reach out to our team,” says Julison. “So when customers actually reach out to us, our team can take the time that we need to deliver a great experience.”
Empowering Agents for Enhanced Productivity
Everlane’s agents quickly embraced Kustomer, particularly valuing the customer timeline feature. This comprehensive view of customer interactions allows agents to engage in cohesive conversations, improving efficiency and customer satisfaction. From a managerial perspective, the platform’s user-friendly design streamlines workflow and simplifies access to tools like detailed reporting and conversation management.
"Our agents love Kustomer,” Julison shares. “The view of the customer is much more holistic thanks to the Kustomer Timeline. Agents look at the customer as a whole, from purchase history to their interactions, and Tasks make it even easier. The streamlined design and simplicity have made workflows incredibly efficient, which, from a managerial perspective, has been a game changer."
The enhanced agent satisfaction has directly impacted productivity, as Kustomer’s thoughtful design supports day-to-day activities effectively.
Optimizing Communication for Seamless Support
Everlane supports customers via live chat and email, with live chat being pivotal for real-time assistance during critical decision-making moments. The integration of live chat into Kustomer has prioritized this channel, enhancing customer interactions. Additionally, Kustomer’s Knowledge Base empowers customers to find answers proactively through informative articles, embodying Everlane’s philosophy that the best service often requires no direct intervention.
Ashley Julison explains, "Our belief is the best service is often no service at all. So, a customer coming to us that can end up getting their inquiry taken care of because of the resources we've created, or we've been able to give them thanks to Kustomer—that's exactly what we want. Kustomer has delivered that for us. We're excited about that, and it's definitely becoming a cornerstone of our live chat strategy."
Everlane is also leveraging AI from Kustomer to automate its live chat service and remove the more simplistic and straight forward customer inquiries from requiring live agent support. In fact, Everlane has measured a 4X increase in live service deflection by adding AI to its self-service approach.
Tracking Metrics That Drive Growth
Everlane tracks traditional productivity metrics like average handle time and first response time, alongside customer-focused indicators such as CSAT and NPS. These metrics correlate directly with business success, contributing to higher repeat purchase rates and brand loyalty. Kustomer’s in-platform reporting allows the team to delve deeper into these metrics, ensuring alignment with goals and continuous improvement. “Kustomer’s reporting is another feature as a manager I just find super useful, because I can build custom reports based on how we use certain features to monitor our performance. Building these reports was a bit of a learning curve, but once I figured out how to create them, I now have visibility into our impact on our business, and that definitely puts ‘the why’ behind our approach.”
Driving Value Through Technology and Integration
Everlane successfully integrated its core e-commerce platform, Retail POS, analytics platform (Looker), Aircall, Delighted, and payment gateways with Kustomer. These integrations have simplified administration and automated processes have eliminated manual oversight, streamlining workflows and enhancing efficiency. “This interconnected system has been paramount to our team’s success,” claims Julison. Furthermore, Kustomer's regular and meaningful updates to AI-driven features ensure Everlane remains at the forefront of CX innovation.
Tasks Feature Streamlines Workflows with Accountability
Everlane’s nuanced workflows, such as generating manual return labels, previously required coordination across multiple platforms and lacked accountability. Kustomer’s Tasks feature has addressed these challenges by:
- Offering a centralized and customizable workflow management tool.
- Increasing accountability and visibility into operations.
- 25% in time savings by eliminating unnecessary steps.
Ashley Julison emphasized, "When we first saw Tasks, we thought outside the assumed purpose of the feature and adapted it for escalated requests and nuanced workflows.” Before Tasks, Everlane relied on Slack and multiple platforms to resolve issues, leading to inefficiency and a lack of accountability. Now, the Tasks feature streamlines the process—agents submit a task, specialists handle it within the Kustomer Timeline, and everything is marked and tracked. “Our implementation of Tasks was an instant success in transforming our day-to-day operations." With Tasks, Everlane has scaled operations during the peak holiday season, reduced resolution times, and improved agent productivity.
Advancing CX with AI and Innovation
Looking ahead, Everlane aims to remain at the forefront of CX innovation. The brand is particularly excited about Kustomer’s AI Agents, which free human agents to focus on complex inquiries. With ongoing advancements in AI-driven reporting and functionality, Everlane continues to shape its CX strategy around Kustomer’s cutting-edge solutions, delivering exceptional customer experiences.
