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How Kiwi.com unified their CX strategy thanks to Zefi.ai
Company overview
About Kiwi.com:
Kiwi.com is a leading travel tech company that helps millions of travelers find and combine flights, trains, and buses into seamless journeys. With a global customer base and a strong digital presence, Kiwi.com operates at high volume and continuously iterates on its product and customer experience.
Challenges
Analyzing 2M+ feedback x year from multiple sources.
As Kiwi.com scaled, customer feedback became fragmented across multiple channels:
- App Store and Google Play reviews
- Trustpilot reviews
- Product surveys and NPS responses
- Millions of support tickets generated through an internally developed helpdesk
Key challenges included:
- Siloed feedback sources, making it difficult to get a unified view of customer needs
- Manual analysis that could not keep up with the volume and velocity of feedback
- Lack of alignment across teams, with Product, CX, and Operations relying on different data and interpretations
- Delayed insights, causing slow reaction to emerging issues and opportunities
Solution
Creating a unique source of truth for customer feedback.
Kiwi.com adopted Zefi.ai as a centralized customer feedback analytics platform to unify and analyze all feedback sources in one place.
With Zefi, Kiwi.com automatically collects, tags, and analyzes customer feedback at scale, transforming raw qualitative data into structured, actionable insights. Zefi enables teams to continuously understand what customers are saying, why issues happen, and where to focus next.
Integrations
Key features
Impact
By using Zefi.ai, Kiwi.com:
- Automatically analyzes and tags over 2 million customer feedback items per year
- Gains a single source of truth for customer insights across the organization
- Improves cross-team alignment around real customer needs
- Detects emerging issues and trends faster, enabling quicker product and CX improvements
- Reduces manual effort and frees teams to focus on action, not analysis
Zefi.ai helps Kiwi.com turn massive volumes of customer feedback into a strategic advantage at scale.
Zefi helps us turn customer feedback scattered through many channels into one source of truth. It works as our VoC control tower: unified inputs, live topic monitoring, clear dashboards for clear overviews. The result is a tightened feedback-to-roadmap loop and a customer sentiment KPI the whole company tracks.
Extract value from user feedback
Unify and categorize all feedback automatically.
Prioritize better and build what matters.
