# How Hexclad uses Kustomer

**21%**: “the lifetime value of a customer, who interacts with our support team, is roughly 21% higher”

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

- Company: [Hexclad](https://www.usedby.ai/companies/hexclad.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, Customer Support

## What the story says

HexClad uses Kustomer as its CRM and support platform, pulling omnichannel customer touchpoints, including warranty registrations, into one view for agents. It also tags every conversation with contact reason and product to spot trends, and uses the data to improve post-purchase emails.

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

> Customers who interact with our support team, or with our brand, typically have an average order value that’s about $100 higher than customers who never engage with us.

- **$100**: “Customers who interact with our support team, or with our brand, typically have an average order value that’s about $100 higher than customers who never engage with us.”
- **27,000**: “We recently analyzed data and found that over 27,000 customers made a purchase after speaking with our support team.”
- **11%**: “Of that number, 11% made a second purchase on the same day they interacted with our support team.”
- **31%**: “31% made a second purchase within a week of contacting our support team.”

> Many platforms aren’t as flexible as Kustomer. Kustomer gives us the foundation we need to get creative and make the experience as smooth and effortless as possible for our customers and our agents
>
> Michael Ludwig, Head of CX, Hexclad

Source: [kustomer.com](https://www.kustomer.com/customers/hexclad/), captured 2026-10-09.

## What usedby checked

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

- Checked: the figure 21% is printed word for word on the page, near the name of Hexclad.
- Checked: the passage quoted above is copied word for word from the page, near the name of Hexclad.
- Checked: Hexclad uses Kustomer. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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