How Kahawa 1893 solved growing support challenges, saving 25+ hours every week

THE CHALLENGE

“Before using Kim.cc, my team was getting overwhelmed answering customer support inquiries”.

WHY THEY CHOSE KIM

Kahawa 1893, a mission-driven coffee company sourcing beans from women farmers in Kenya, faced a surge in customer inquiries as their brand grew. Their operations team, led by their VP of Ops & Revenue Corey Stary, struggled to keep up.

1. Freelancers Failed
Attempts to use platforms like Upwork led to inconsistent support and high management effort.

2. Onshore Talent Was Costly
Hiring and onboarding local talent was expensive and time-consuming.

3. Overwhelmed Team
Attempts to use platforms like Upwork led to inconsistent support and high management effort.

MEET PAULA

“We came across kim.cc and found its service promising.”

Kim.cc offered Kahawa 1893 a 14-day free trial with Paula, a skilled Filipino agent. Paula quickly became an integral part of their team, handling support inquiries and ensuring consistency in their brand voice. Key solutions included:

1. Reliable Support:
Attempts to use platforms like Upwork led to inconsistent support and high management effort.

2. Integrated Operations:
Hiring and onboarding local talent was expensive and time-consuming.

3. Overwhelmed Team:
Attempts to use platforms like Upwork led to inconsistent support and high management effort.

We have been able to focus on other aspects of our business while Paula has taken over all our customer service requests.

THE RESULTS

25h+

PER WEEK

Paula saved the team 25+ hours per week, freeing them for high-priority tasks.

60%

COST EFFECTIVENESS

Outsourcing through Kim.cc reduced costs by 60% compared to in-house/local hiring.

20%

IMPROVED SERVICE

Customer satisfaction increased by 20%, with inquiries resolved faster and more effectively.

25h+

PER WEEK

Paula saved the team 25+ hours per week, freeing them for high-priority tasks.

Working with Kim.cc’s agent was like working with an offshore-based extended team.

With Paula embedded into their support workflow, Kahawa 1893 was able to bring consistency, speed, and care back into every customer interaction. What started as a 14-day trial quickly became a reliable extension of their team. Today, Kahawa can keep growing without letting support volume slow them down — or compromise the quality their customers expect.