{"id":8869,"date":"2024-11-13T13:45:19","date_gmt":"2024-11-13T13:45:19","guid":{"rendered":"https:\/\/www.zenloop.com\/en\/?p=8869"},"modified":"2024-11-13T13:45:21","modified_gmt":"2024-11-13T13:45:21","slug":"how-vertbaudet-reduced-35-of-customer-service-tickets-with-cx-management","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/how-vertbaudet-reduced-35-of-customer-service-tickets-with-cx-management\/","title":{"rendered":"How vertbaudet reduced 35% of Customer Service Tickets with CX Management"},"content":{"rendered":"
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How vertbaudet reduced 35% of Customer Service Tickets with CX Management<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

Success Story<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t

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zenloop Customer since<\/h5>\n\t\t\t\t\t\t\t\t
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Feedback generated<\/h5>\n\t\t\t\t\t\t\t\t
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Introduction<\/h2>\n

vertbaudet is a leading European brand specializing in children’s fashion, maternity wear, and nursery products. Founded in France in 1963, the company has grown to become a trusted name for families, offering a wide range of high-quality, stylish, and practical products for babies, children, and expecting mothers. With a strong online presence and a commitment to sustainability, vertbaudet continues to innovate and provide tailored solutions that meet the needs of modern parents across Europe.<\/span><\/p>\n

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Challenges Faced by vertbaudet<\/b><\/h3>\n

<\/span>Before implementing the CX management platform from zenloop, vertbaudet encountered several challenges with their customer feedback management. Their previous tool lacked flexibility, only enabling the collection of feedback on one single touchpoint during the customer journey, which resulted in numerous blind spots. Additionally, they were missing simple feedback loops, being able to react to feedback and improve the overall customer experience, as well as the ability to generate customized reports.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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The Decision to Implement zenloop<\/b><\/h3>\n

<\/span>Initially, vertbaudet was not considering a change of their current set up. However, a pivotal moment during a webinar prompted them to reevaluate their current system and explore if their CX strategy could be enhanced. After researching and comparing various providers, zenloop emerged as the top choice. The flexibility and comprehensive features offered by zenloop aligned perfectly with vertbaudet’s needs, leading them to choose zenloop as their partner.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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Implementation Process<\/b><\/h3>\n

<\/span>The implementation of zenloop at vertbaudet was straightforward. Initial surveys were quickly integrated into various touchpoints of the customer journey, and setting up reports, alerts, and feedback loops was intuitive and time-efficient, yielding significant impact. With some support from zenloop, adding the HTML code to their website and email templates could be done quickly and within days vertbaudet could collect the first customer insights.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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Key Features and Utilization<\/b><\/h3>\n

<\/span>vertbaudet found several features of the zenloop platform particularly advantageous:<\/span><\/p>\n

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  • Survey Creation:<\/b> The intuitive setup and quick integration allowed vertbaudet to eliminate blind spots in their touchpoints rapidly.<\/span><\/li>\n
  • Dashboard & Custom Reports: <\/b>Each team member receives relevant feedback through personalized reports, providing a comprehensive overview of current metrics.<\/span><\/li>\n
  • Clustering Feedback into individual Topics: <\/b>The ability to tailor topics to their specific needs was extremely beneficial, as no two companies are alike.<\/span><\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n
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    \u201cCustomer orientation is now a core goal in our company and is also reflected in our corporate values. Successes are celebrated, and we are now heroes to our customers. Ideas and feedback are collected on our magic wall.\u201d Kim Weintz, Performance & Quality Manager at vertbaudet<\/span><\/i><\/span><\/p><\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    Impact and Results<\/b><\/h2>\n

    <\/span>The overall impact on vertbaudet’s customer experience strategy has been profound. Every piece of feedback is now reviewed and acted upon at all team levels, such as Customer Service, Marketing, Product departments, making it a top priority at vertbaudet.\u00a0<\/span><\/p>\n

    Just this year alone (Jan-Aug 2024), all zenloop surveys on the vertbaudet online shop and emails have collectively resulted in 427.000 impressions, of which 44.773 have resulted in survey submissions. That is an average conversion rate of 10%, knowing that the Online Shop check out results in a much higher conversion rate.<\/span><\/p>\n

    Of those 44.773 survey submissions, vertbaudet was able to collect 6.369 comments (=14%). Which ultimately led vertbaudet to implement 120 improvements on their processes, their webshop, their products and logistics.\u00a0<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    Among others, these were the improvements vertbaudet has implemented thanks to collecting customer feedback:<\/strong><\/span><\/p>\n

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    • Free shipping on orders over \u20ac75<\/span><\/li>\n
    • Printable vouchers<\/span><\/li>\n
    • Introduction of the ‘Innovation Workshop’: A framework to creatively develop customer-oriented solutions<\/span><\/li>\n
    • By analyzing customer feedback, a process was created to review the effectiveness of promotions, and a major system error on the website was discovered and fixed.<\/span><\/li>\n<\/ul>\n

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      Being quick in acting on customer feedback has helped vertbaudet in reducing Customer Service requests by 35% and achieved an NPS of 69.\u00a0<\/strong><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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      Want to see how zenloop surveys can help your brand?<\/span><\/h2>\n

      zenloop is a cutting-edge Customer Experience Management platform that empowers you to create, analyze and act upon customer insights effortlessly.<\/p>\n

      Automatically analyzing responses and identifying key satisfaction drivers. Start transforming your customer feedback into strategic initiatives today!<\/p>\n

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