Kustomer × MeUndies
Kustomer x MeUndies: Peak Season Survived with 70% Fewer Agents
2x efficiency
Understaffed and reactive to lean and automated
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Why it works
The story is grounded in a concrete operational crisis: a 70% headcount cut before peak season, which gives the efficiency gains real stakes. The channel-shift stat (36% to 66% of inbound volume in under 9 months) is specific and attributable, and the mechanism is explained clearly enough to follow. The piece leans Efficiency because the headline number is a 2x efficiency gain and the central arc is doing more with less, though the autonomous workflow-building capability edges toward New Capability for a non-technical CX team.
Steal this
Anchor the before-state in a hard operational constraint (70% team reduction, coverage cut from 24 to 14 hours) before introducing the product. It makes every subsequent metric feel earned rather than promotional.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Kustomer's published work; we link to the source and lead with our analysis.