MeUndies x Kustomer: Smarter Customer Support at Scale

A Leaner Team, Higher Stakes

When Michelle Rascon, Senior Manager of Customer Experience, joined MeUndies, the company was navigating a significant operational shift. The support team had been reduced by nearly 70%, and the mandate was clear: do more with less — without sacrificing the warm, high-touch, surprise-and-delight experience that makes MeUndies more than just another subscription brand.

“Automation was inevitable, but the real challenge was finding a way to implement it intelligently,” said Michelle. “We needed to move quickly enough to meet the moment without compromising the customer experience that is so core to the MeUndies brand.”

Shifting Channel Mix Without Removing Customer Choice

Operating on a subscription model, MeUndies faces tight timelines for order changes and cancellations. With support coverage reduced from 24 hours to 14, there were now extended periods when no agent was available to handle urgent requests. And, as peak season was approaching, the margin for error was closing.

“To adapt, we focused on shifting volume toward chat, where automation could resolve common issues and agents could manage multiple conversations at once,” explained Michelle.

Instead of limiting access to other channels, MeUndies took a more customer-centric approach. Using Kustomer’s Workflows, they introduced prompts that guided customers toward chat for time-sensitive issues, clearly signaling the fastest path to resolution while setting expectations for other channels.

The result: chat grew from 36% to 66% of all inbound volume in under 9 months — a 30 point channel shift driven by strategic channel orchestration.

Planning for Peak Season

With limited staff heading into their busiest season, MeUndies knew they couldn’t rely on reactive support during Q4. Michelle began mapping the automations they’d need to handle peak volume with a capacity-constrained team.

Kustomer Workflows became the foundation of that effort: a powerful automation engine that allows CX teams streamline operations, automate routine tasks and elevate the customer experience without adding complexity, or requiring engineering support. For a lean team with limited resources, this wasn't a minor convenience. It was what made the strategy possible.

“With Kustomer, we fully own our CX ecosystem. I can build, customize, and iterate in real time, no technical support or advanced coding required. That level of independence was everything when it came to scaling quickly.”

Using Kustomer Workflows, the team built a system of automations designed to handle volume spikes while maintaining responsiveness and care. These included:

“Kustomer’s AI Workflow Assistant played a critical role here, enabling us to stand up these complex, high impact automations quickly. I was surprised at how easy it was. We could go from idea to fully built workflow in minutes,” explained Michelle. “As a result, we deflected thousands of tickets in December which was something we wouldn’t have been able to do without Kustomer.”

The numbers coming out of Q4 told a clear story. CSAT held steady through peak season, no small feat given the scale of operational change the team had endured. With 66% of inbound volume now in chat, agents spent more time on the conversations where human judgment and empathy matter most. Automated workflows resolved a significant portion of ticket volume entirely, freeing the team from repetitive, time consuming requests.

“Kustomer became the operational backbone that made it possible to do more with less, without compromising on quality,” said Michelle.

Looking Ahead to 2026

With a strong foundation in place, MeUndies is now focused on what’s next. Using Kustomer’s Data Explorer, the team is building forward-looking staffing models, aligning coverage to demand with greater precision.