# How Terra Kaffe uses Kustomer

As published on [kustomer.com](https://www.kustomer.com/customers/terra-kaffe/). Captured by usedby on 2026-10-03.

- Company: [Terra Kaffe](https://www.usedby.ai/companies/terra-kaffe.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, Engineering

## What the story says

Terra Kaffe switched from Zendesk to Kustomer as its CRM and customer service platform to see each customer's full history with the brand in one timeline. It also gives engineering and ops teams observer seats to view customer feedback.

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

> Throughout our relationship with Kustomer, we’ve been able to maintain a CSAT in the mid-90s for much of our growth, and we’re able to more effectively serve our community, even as it’s more than quadrupled in a relatively short period of time.

> The most persuasive feature Kustomer offered was the timeline layout.
>
> Cate Martques, CXO

> The most persuasive feature Kustomer offered was the timeline layout. We prefer to handle customers within the full context of their relationship with us, not through siloed tickets that provide little insight into their overall experience with the Terra Kaffe brand.
>
> Cate Marques, CXO

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the passage quoted above is copied word for word from the page, near the name of Terra Kaffe.
- Checked: Terra Kaffe uses Kustomer. Confirmed line. Latest check across sources: 2026-10-03.
- Not checked: the result itself. We quote it; we did not measure it.

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