# How Goody uses Kustomer

**2x** increase in AI resolution rate

As published on [kustomer.com](https://www.kustomer.com/customers/goody/). Captured by usedby on 2026-10-09.

- Company: [Goody](https://www.usedby.ai/companies/goody.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [E-commerce & D2C](https://www.usedby.ai/companies/industry/e-commerce-d2c.md)
- Teams: Customer Experience

## The use case: how Goody deploys Kustomer

Goody migrated its helpdesk to Kustomer and replaced a separate external AI point solution with Kustomer's native AI agent, Concierge, to handle customer chat and support inquiries. The Customer Experience manager uses Architect to design, test and refine the AI and Data Explorer to analyze performance across AI and human interactions.

Summary written by usedby from the source page, in English. The figures are those of Kustomer and Goody, not ours.

> Since launching Kustomer AI, Goody has seen an 2x increase in its AI resolution rate, allowing a lean support team to resolve significantly more inquiries without human intervention, while maintaining the personalized experience customers expect.

- **+5 points**: “Goody's AI agent exceeded the team's initial CSAT target by +5 points”
- **three weeks**: “Goody launched Concierge three weeks ahead of schedule.”

> The biggest benefit is that we're in control. Before, making a change meant coordinating across systems, waiting on engineering, or scheduling a call with the vendor's support team. Now I can design, test, and refine the AI myself,
>
> Marissa Sherwood, Senior Manager of Customer Experience

Source: [kustomer.com](https://www.kustomer.com/customers/goody/), captured 2026-10-03.

## Kustomer users in E-commerce & D2C

- [Bulletproof](https://www.usedby.ai/companies/bulletproof.md) — Confirmed
- [Daily Harvest](https://www.usedby.ai/companies/daily-harvest.md) — Confirmed
- [Hexclad](https://www.usedby.ai/companies/hexclad.md) — Confirmed
- [Nathan James](https://www.usedby.ai/companies/nathan-james.md) — Confirmed
- [Priority Bicycles](https://www.usedby.ai/companies/priority-bicycles.md) — Confirmed
- [Smalls](https://www.usedby.ai/companies/smalls.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 2x is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Goody.
- Checked: Goody uses Kustomer. Confirmed line. Latest check across sources: 2026-10-20.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/goody-kustomer · How we check: https://www.usedby.ai/methodology