How Caraway Cut Warranty Tickets By 50% With Corso Kustomer
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How Caraway Cut Warranty Tickets by 50% with Corso + Kustomer
Premium cookware brand reduces warranty-related support volume by 50% and eliminates post-purchase friction through intelligent automation and native Kustomer integration
About Caraway Home
Caraway Home has built its reputation on premium ceramic non-stick cookware that’s free from toxic materials. As a direct-to-consumer brand, their comprehensive product warranties aren’t just a nice-to-have; they’re central to the brand promise and customer trust.
But that commitment came with an operational challenge. Despite building a sophisticated CX operation on Kustomer with trained agents, optimized workflows, and well-crafted macros, warranty claims and product registration questions consumed 30-40% of their support capacity. The process was manual and fragmented: customers emailing photos of receipts and serial numbers, agents toggling between Kustomer, order systems, and spreadsheets, and repetitive back-and-forth that often took 3-5 touches to resolve a single warranty claim.
The team knew they had built a world-class support operation, but they were still drowning in routine post-purchase requests that customers could potentially handle themselves, if given the right tools.
The Challenge
Caraway faced the classic post-purchase support dilemma that plagues many DTC brands with warranted products:
Manual, Time-Intensive Processes: Every warranty claim and product registration required multiple agent touches. Customers would initiate requests via email, agents would request additional information, customers would reply with photos and details, agents would verify information across systems, and the cycle would continue. This wasn’t efficient for anyone.
Zero Effective Self-Service: While Caraway had invested in their CX infrastructure, there were no self-service options for warranty claims or product registration that customers would actually use. Every request, no matter how straightforward, required agent involvement.
Context Switching Tax: Agents constantly toggled between Kustomer, Shopify, spreadsheets, and other systems to piece together customer order history, product details, and previous interactions. This context switching slowed resolution times and increased the cognitive load on the support team.
Capacity Constraints: With 30-40% of support volume tied up in routine post-purchase workflows, the team had limited bandwidth for the high-value customer interactions where human expertise truly mattered—complex product questions, personalized recommendations, and relationship building.
For a brand committed to premium customer experience, this operational bottleneck wasn’t just an efficiency problem; it was a strategic constraint on growth.
The Solution: Corso + Kustomer Integration
Caraway chose to integrate Corso’s post-purchase platform directly into their existing Kustomer infrastructure. Rather than replacing their CX platform or disrupting established workflows, Corso layered on top of Kustomer to automate and streamline the specific post-purchase processes that were creating bottlenecks.
Automated Product Registration: Corso triggers post-purchase registration flows automatically after purchase. Customers receive mobile-optimized registration forms pre-populated with their order data, allowing them to complete registration in under 60 seconds without any agent involvement. Registration data syncs directly into Kustomer, creating complete customer records automatically.
Self-Service Warranty Claims: Corso designed intuitive warranty claim flows that customers can actually complete. The system guides customers through smart questions, automatically pulls their registration and order data, collects necessary photos and documentation, and routes claims based on issue type. The flow adapts based on customer responses, feeling conversational rather than bureaucratic.
Native Kustomer Integration: All post-purchase data surfaces directly inside Kustomer’s conversation timeline. When customers contact support, agents see complete registration history, previous claims, product photos, and all self-service interactions without leaving the platform. No tab switching, no system hopping, no asking customers to repeat information they’ve already provided.
Results
Since implementing the Corso + Kustomer integration, Caraway has transformed their post-purchase operation from a support bottleneck into a competitive advantage:
50% Reduction in Warranty-Related Support Tickets: By enabling effective self-service for straightforward warranty claims and product registration, Caraway cut their warranty ticket volume in half. The remaining tickets are complex edge cases that genuinely require agent expertise—exactly the kind of high-value work CX teams should focus on.
Under 60 Seconds Average Registration Time: Product registration went from a multi-day, 3-5 touch process to a seamless 60-second self-service flow. Customers complete registration without realizing they’re handling what used to be a support-intensive task.
30-40% Support Capacity Recovered: The volume that previously consumed 30-40% of support capacity has been largely automated, freeing the team to focus on strategic initiatives and building deeper customer relationships.
65% Reduction in Handle Time: For warranty tickets that do reach agents, average handle time decreased by 65% thanks to complete context being available instantly within Kustomer.
Zero Tool-Switching for Agents: Agents now access everything they need within Kustomer conversations—registration details, claim history, order data, and customer photos—eliminating the productivity drain of toggling between multiple systems.
Improved Customer Satisfaction: Despite dramatically reducing agent touchpoints, CSAT scores improved. Customers prefer the speed and convenience of self-service for routine issues, and appreciate having expert help instantly available for complex situations.
“Corso has played a key role in elevating our customer experience, particularly in shipping protection and warranty management. Their team is consistently accessible, great to work with, and brings a level of innovation that stands out. Since partnering with them, our business has seen meaningful growth. I highly recommend giving them a shot!” – Caraway
In Summary
Caraway’s implementation of Corso + Kustomer demonstrates how the right integration can eliminate operational bottlenecks without disrupting existing workflows or requiring platform replacements. By connecting post-purchase operations directly into their CX platform, Caraway gave customers self-service tools they actually use while giving agents the complete context they need to handle complex cases efficiently.
The 50% reduction in warranty tickets represents more than cost savings, it represents hundreds of hours redirected from repetitive data entry toward high-value customer interactions. For DTC brands with warranted products, this case study proves that post-purchase support doesn’t have to be a necessary evil. With the right tools and integration, it can become a competitive advantage that enhances both customer experience and operational efficiency.
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An Elevated Experience
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