Cheech and Chong modernize CX with Kustomer + Consio

Challenge

Cheech and Chong is the iconic comedy duo behind decades of counterculture influence, and today, it’s also a modern hemp brand selling hemp-derived THC and CBD products direct-to-consumer, from gummies and vapes to flower and limited drops.

As the business scaled, the CX challenge wasn’t just “more volume.” It was managing high-intent moments and support moments without breaking the experience:

• Customers wanted fast, real answers on order status, shipping, and product selection.

• High-intent shoppers still hesitated at checkout and needed a human-feeling assist to finish the purchase.

• Support needed to stay consistent across channels, without adding more tools, more tabs, or more operational load.

Solution

Cheech and Chong built a modern CX stack with Kustomer as the platform for unified customer conversations and Consio as the integrated phone partner for both inbound and outbound use cases.

1) Unifying support channels in Kustomer

Kustomer serves as the system of record for customer conversations, giving the team one place to manage and follow up across support interactions, so context doesn’t get lost between channels or between teams.

2) Bringing phone into the same workspace with the Consio + Kustomer integration

Cheech and Chong didn’t want phone to become a separate system to manage. With Consio integrated into Kustomer, every completed call is automatically captured as a Kustomer conversation, keeping phone support aligned with the rest of CX.

For each completed call, Kustomer automatically receives:

• a new conversation for inbound and outbound calls

• call metadata (customer, agent, duration, direction, phone number/campaign)

• call logging updates (disposition + notes, when available)

• an AI summary posted as messages

• a deep link to open the full call in Consio for fast context

3) “Cheech picks up”: an AI voice agent customers actually enjoy talking to

Consio’s AI voice agent uses voice cloning to sound exactly like “Cheech,” branded to match the Cheech and Chong experience. Customers are often delighted when Cheech answers the phone, handling order status, answering common questions, and guiding shoppers toward the right product while they’re deciding.

4) Proactive outbound calls that feel like service, not spam

Beyond inbound support with Consio’s AI voice agent, Cheech and Chong used Consio for targeted outbound campaigns to re-engage customers at the highest-impact moments:

• Abandoned checkouts: high-intent shoppers who reached checkout but didn’t complete

• Daily subscription reminders: proactive retention touchpoints to reduce churn

• 90-day legacy customers: winback outreach for lapsed customers

Create CX as an operating partner

To move fast without adding internal overhead, Cheech and Chong partnered with Create CX as a hands-on operating partner, helping turn the strategy into day-to-day execution and ongoing iteration while keeping the motion consistent as volume scaled.

Results

Between February 1–15, 2026, the Consio program delivered measurable impact:

• $97,909 total revenue generated in 15 days

• 6,564 completed calls

• 33.32% connection rate

• 33.47% conversion rate on connected calls

Why it matters

With Kustomer as the CX platform and Consio as the integrated phone partner, Cheech and Chong built a modern, unified support experience where phone conversations don’t live in a silo. Inbound support and outbound revenue moments both flow into the same customer thread, giving teams the context to move faster, stay aligned, and deliver an experience customers actually remember.