Case Study

How vertbaudet significantly increases customer loyalty through the use of its customer crowd.

The service vision of vertbaudet lay in the idea of networking: sharing experiences, promoting delight and taking advantage of the knowledge of  other customers. This allows vertbaudet’s customer service employees to focus on after-sales topics, while experienced and qualified vertbaudet “mums and dads” advice other customers who are seeking support.

guuru crowd sourced customer service
vertbaudet uses guuru to increase customer loyalty

  • A network of vertbaudet “mums & das” exchange experience and give mutual advice.
  • Increase of customer retention and a NPS of 71
  • Increase in sales conversions by 14.7% after chat exchange
  • 24/7 support

David Spangler von vertbaudet

David Spangler

Head Customer Process & Services, vertbaudet

The most important goal for us was to achieve a high level of customer satisfaction and ensure ­loyalty to our brand.

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