Case Study: vertbaudet achieves 84% deflection and faster support with GUURU

Now we have an intelligent self-service solution that fully covers first-level support

Vertbaudet, a leading European digital platform for children’s products, wanted to make customer support more personal, authentic, and available beyond normal service hours. The company partnered with **Guuru** to introduce peer-to-peer live chat, enabling “moms and dads” from its customer community to answer product questions instead of relying only on call center agents.

**Guuru** implemented Community live chat along with **SmartBot** and **SmartForm** to automate repetitive or non-product inquiries and route requests intelligently. The results were strong: **84% deflection** with SmartForm, **29-second** average live chat response times, and a **4.32/5** rating for chat answers. Vertbaudet also reported that first-level support is now fully covered, with NPS rising to **51** and customer service teams able to focus on second-level requests.

Vertbaudet

Kim Weintz

Head of Customer Process & Services