# How Smalls uses Kustomer

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

- Company: [Smalls](https://www.usedby.ai/companies/smalls.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 Support

## What the story says

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.
>
> Sarah Inbar, Director of Customer Support, Smalls

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

## What usedby checked

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

- Checked: the passage quoted above is copied word for word from the page, near the name of Smalls.
- Checked: Smalls 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/smalls-kustomer · How we check: https://www.usedby.ai/methodology