Kidslife is a Belgian child benefit fund. In 2018 they underwent a radical change from a B2B to a B2C market. None of the players in the industry can differentiate on a product or price level. Experience and quality of service are the key drivers to increase market share.
Thanks to a high response rate of 26.31% and open text response of 69%, we collect a lot of feedback. Every two months our customer ambassadors dive into the feedback and define actions, both quick wins and process improvements like improving our online portal.
✔️ KidsLife transformed their customer service operations thanks to insights customer feedback
✔️KidsLife achieved a 12% increase in accessibility of their customer service desk
✔️KidsLife found opportunities for improvement, both on a strategic and operational level
✔️KidsLife shares customer feedback across departments to decrease siloes
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