Case Study: Mindvalley achieves dramatic boost in customer feedback and satisfaction tracking with Nicereply

Mindvalley - Customer Case Study

Mindvalley, a Kuala Lumpur–based B2C learning company, needed to preserve its “WOW” personalized customer support while scaling operations. As the company grew, the challenge was to balance fast, convenient, and professional service with authentic human interactions — and to get statistically representative customer feedback to measure and improve performance.

Mindvalley plugged Nicereply CTAs into support emails, added a proactive prompt to encourage ratings, and combined SaaS tools with selective automation so agents can focus on high-touch moments. The result: a multi-hundred percent increase in collected feedback, reliable CSAT data to track the team’s “heartbeat,” and clearer targets for agent coaching and long-term service improvements.

Mindvalley

Vykintas Glodenis

Head of Customer Support