How Jerome's Furniture uses Kustomer
40%
“We reduced our cost per contact by 40%”
As published on kustomer.com. Checked by usedby on Oct 9, 2026.
What happened
Jerome's Furniture uses Kustomer to unify phone, SMS, social media and email in one conversation-driven platform for its post-sale customer service. It also converted conversations into Tasks and uses Kustomer Forms for internal reporting in its reverse logistics shop.
Summary written by usedby from the source page, in English. The figures are those of Kustomer and Jerome's Furniture, not ours.
- 50%“50% Reduction in customer inquiries”
- 97%“97% Decrease in average speed to answer”
- 75%“Weekly call volume reduced by 75% without impacting service quality”
- 8,000“Over 8,000 conversations shifted to cost-saving Tasks”
To further improve agent efficiency, Jerome’s Furniture converted conversations to Tasks in Kustomer. This change alone moved over 8,000 interactions into a lower-cost, more streamlined workflow that freed agents from repetitive steps and cut per-contact expenses.
Kustomer allowed us to achieve the best possible outcome: maintaining a lean, cost-effective team while significantly improving customer satisfaction. We reduced our cost per contact by 40% and improved our NPS to be two times higher than the industry average.
What the story claims, and what we checked
What we compared with the page.
- The figure: 40%CheckedPrinted word for word on the page, near the name of Jerome's Furniture.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Jerome's Furniture.
- Jerome's Furniture uses KustomerCheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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