Jeitto Reduz Contatos em Até 96% com a Birdie

About the Customer

Jeitto is a Brazilian fintech specializing in credit and consumption solutions for classes C and D. The company builds digital financial products that expand access to credit and make everyday financial life simpler for millions of Brazilians.

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For Jeitto, customer experience isn't a side function of the business, it's core to trust. Its customers depend on the platform for essential financial needs, so any friction in the experience carries a real risk of eroding that trust. As the company grew quickly, keeping quality consistent stopped being a nice-to-have and became a structural requirement.

The Situation & Challenges

Growing fast without losing quality is one of the hardest problems in digital finance, and for Jeitto it was especially high-stakes. When customers rely on a platform for essential financial needs, any friction in that experience is a direct risk to trust, not just a support inconvenience.

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Historically, customer feedback at Jeitto worked the way it does at most companies: it lived inside Customer Experience, used mainly to measure satisfaction or produce periodic reports. It rarely reached the people building the product or running day-to-day operations, and it almost never shaped strategy.

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That meant the company was structurally reactive. Support responded to problems as they arrived, but there was no systematic way to trace those problems back to root causes, fix them at the source, or confirm that a fix actually worked. As Jeitto scaled, the real question became how to give Product, Operations, and executive leadership the same continuous view of the customer experience, and make that context part of how decisions got made every week, not just during quarterly reviews.

How Birdie Helped

Birdie built Jeitto a continuous customer intelligence layer that consolidates more than 500,000 monthly signals from support interactions, chatbot conversations, NPS, app store reviews, Reclame Aqui, and social media into one shared view of the customer experience.

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Instead of concentrating that intelligence in dashboards and reports that get checked occasionally, Birdie turns it into a continuous flow: connecting signals across every source, using AI to identify patterns, and distributing that context directly into the workflows of the teams responsible for acting on it, Product, Operations, and Support alike.

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That shift changed what "listening to customers" meant on a day-to-day basis. Patterns identified in the customer journey now feed directly into product meetings, operational decisions, and strategic discussions, instead of surfacing only in a periodic report. Instead of just responding to the problems that reach support, Jeitto's teams can identify recurring causes, prioritize fixes at the source, and track whether the changes they make actually improve the experience.

From Insights to Action

Turning customer context into infrastructure took more than a new tool, it took a change in ownership. Jeitto's CEO became the program's main sponsor, and CCO Mirelle Hampel took on responsibility for Product as well, so the same view of the customer experience would sit at the center of both functions.

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"We realized that listening to customers couldn't be the responsibility of the CX area alone. It needed to be part of how the whole company makes decisions. To make sure that was real, our CEO became the program's main sponsor, and I took on responsibility for Product," said Mirelle Hampel, CCO at Jeitto.

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With that structure in place, Product, Support, and leadership began operating from the same view of the customer experience, shrinking the time between spotting a problem, deciding on a fix, and measuring whether it worked. The new structure now drives weekly decisions across different areas of the business.

Results

In one year of working with Birdie, Jeitto turned customer context into a driver of weekly decisions across Product, Operations, and Support, and saw:

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• Up to 96% reduction in contact volume in specific journeys after root-cause fixes.
• 68% reduction in demand for human support, even as the customer base grew.
• 4.6-star rating in app stores, among the highest in the segment.
• +92.5 service NPS.
• Customer context embedded into executive leadership's routines, supporting roadmap prioritization, operational decisions, and continuous product evolution.

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After putting customer context at the center of its decisions, Jeitto cut contact volume by up to 96% in specific journeys and reached a service NPS of +92.5, without adding headcount to keep pace with a growing customer base.

Beyond the Numbers

More than making support more efficient, the shift reduced the need for customers to reach out in the first place, by eliminating the recurring problems that generated those contacts.

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"When customer context reaches the people responsible for deciding and executing continuously, a company stops just reacting to problems and starts improving the experience systematically. That's the shift that turns Voice of Customer into infrastructure," said Pat Osorio, Co-founder and CCO at Birdie.

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For Jeitto, that means the customer experience is no longer a periodic check-in. It's part of the operational infrastructure the company runs on every week.