Case Study: Vertbaudet reduces customer service tickets by 35% with zenloop CX Management

How vertbaudet reduced 35% of Customer Service Tickets with CX Management

Vertbaudet, a leading European brand in children’s fashion, maternity wear, and nursery products, needed a better way to manage customer feedback across the customer journey. Before using zenloop’s CX Management platform, the company could only collect feedback at a single touchpoint, leaving many blind spots and making it difficult to create feedback loops, act on insights, and generate customized reports.

With zenloop, vertbaudet quickly rolled out surveys across multiple touchpoints, added reports and alerts, and clustered feedback into relevant topics for different teams. The results were significant: 427,000 impressions and 44,773 survey submissions in Jan-Aug 2024, 6,369 comments collected, 120 improvements implemented, and a 35% reduction in Customer Service requests, while achieving an NPS of 69.

Vertbaudet

Kim Weintz

Head of Customer Exeperince & IT