# How Jerome's Furniture uses Kustomer

**40%**: “We reduced our cost per contact by 40%”

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

- Company: [Jerome's Furniture](https://www.usedby.ai/companies/jeromes-furniture.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: Consumer Experience, Reverse logistics

## What the story says

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.

> 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.

- **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”

> 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.
>
> Marjorie Carlos, Sr. Dir. of Consumer Experience

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

## What usedby checked

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

- Checked: the figure 40% is printed word for word on the page, near the name of Jerome's Furniture.
- Checked: the passage quoted above is copied word for word from the page, near the name of Jerome's Furniture.
- Checked: Jerome's Furniture 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/jerome-s-furniture-kustomer · How we check: https://www.usedby.ai/methodology