How KURU uses Tymely to automate 61.2% of support tickets while boosting CSAT
With Tymely in place, we now have a customer support system that’s scalable and dependable — without sacrificing quality. That confidence has allowed us to grow without the fear of support gaps or missteps in brand experience.
Tyler Christensen
COO
KURU Footwear was founded with a simple but powerful idea: to help people live pain-free. Kuru’s direct-to-consumer e-commerce model means every support interaction matters; whether it’s guiding a customer to the right fit or answering urgent shipping questions. Customer service isn’t a back-office function; it’s a core part of the brand experience.
The Challenge
As KURU’s business expanded, increasing ticket volume made it difficult to keep up without adding significant headcount. KURU needed to increase support capacity without hiring and training new agents, and without slowing down response times. On top of that, much of the team relied on tribal knowledge, which isn’t documented. Solving this wasn’t as simple as uploading a stack of documents into an AI system, it meant finding a way to capture and scale knowledge that was constantly evolving.
“The most complex part of customer service
is the tribal knowledge – the unwritten stuff that lives
only in the heads of great agents. Tymely mapped the tribal knowledge – thousands of edge cases – and trained its AI to deliver responses on par with our top agents – with very little effort from our side.”
-Tyler Christensen, KURU’s Chief Operations Officer
The Solution
“We were looking for a vendor that could automate a large volume of tickets and improve customer satisfaction. Tymely was the only one we met that actually delivered on both.”
-Tyler Christensen, KURU’s Chief Operations Officer
Once KURU partnered with Tymely, the onboarding process was quick, efficient, and low-effort for KURU’s team.
Tymely handled the heavy lifting, from mapping policies to integrating seamlessly with KURU’s existing systems, ensuring Tymely’s AI could access the right information and deliver on-brand responses.
Within weeks, Tymely was functioning as a true extension of KURU’s customer support team.
Key Results
96x faster
response times
Tymely fully resolves 61.2% of
KURU’s customer support tickets
CSAT didn’t just hold steady;
it improved
Customers enjoy faster responses and an experience that feels as personal as ever. Tymely proved that automation, when done right, improves the customer experience instead of taking away from it.
With Tymely in place, we now have a customer support system that’s scalable and dependable — without sacrificing quality. That confidence has allowed us to grow without the fear of support gaps or missteps in brand experience.
Tyler Christensen
COO
Don’t rely on demos or promises alone. The simplest, most effective test is to try the end-user experience yourself — go to a vendor’s reference customer site, buy something, and interact with their support. It’s fast, easy, and reveals the truth about each vendor. We did that, and the difference Tymely delivered was obvious.
Dustin Hansen
Director of Consumer Experience
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