As published on kustomer.com. Checked by usedby on Oct 9, 2026.
What happened
Smalls, a direct-to-consumer cat food brand, uses Kustomer as the central support platform, combining subscription, order and communication data in a single customer timeline. The team uses custom attributes, tags, search, macros and workflows to route conversations, diagnose emerging issues and pass product problems back to operations.
Summary written by usedby from the source page, in English. The figures are those of Kustomer and Smalls, not ours.
Smalls makes extensive use of custom attributes to capture the full context of each issue. If a customer reports damaged packs, for example, agents log not just the issue but also the specific SKUs and quantities.
Kustomer’s search and custom attributes give us the ability to double click into emerging customer issues to diagnose patterns, and fix problems faster.
What the story claims, and what we checked
What we compared with the page.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Smalls.
- Smalls uses KustomerCheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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