About Kindra

Kindra is a women’s health consumer brand delivering science-backed, hormone-free solutions for vaginal and sexual health. Designed to support women across every life stage—from fertility and postpartum to menopause—Kindra provides accessible, non-prescription relief for intimate health concerns.

With patent-pending, clinically proven formulations developed in partnership with medical experts, Kindra is recommended by a growing network of over 6,300 OB/GYNs, pelvic health therapists, urologists, and primary care providers. Kindra serves a community of 250,000+ women and delivers education and compassionate support to empower women to feel confident and comfortable in their bodies—at every stage of life.

Scaling Intimate Wellness Support During Critical Growth Phase

Kindra faced a complex set of challenges:

1. CX as a Revenue & Retention Channel

• Unlike typical support operations, Kindra views customer experience as a revenue and retention channel.
• Success required expert responses, upselling, and recommending to capture that incremental sale.

2. Specialized Wellness Brand Expertise Required

• Every customer inquiry requires a delicate balance: empathetic listening, accurate product education, and knowing when to recommend professional medical consultation
• With 34+ potential symptoms of vaginal & sexual health and highly individualized experiences, cookie-cutter responses don't work
• Customers need personalized guidance on which products address their specific symptoms, proper usage protocols, and realistic expectations for results
• Support agents must handle intimate topics (vaginal dryness, painful sex, libido changes) with discretion while maintaining Kindra's warm, educational brand voice

4. Consistent, Professional Coverage

• The company needed reliable coverage that would allow the internal team to focus on strategic priorities
• Required a partner who could maintain service quality without constant oversight

The company needed a support partner who could:

• Master Kindra's warm, educational brand voice that normalizes vaginal & sexual health conversations
• Handle sensitive, intimate health topics with appropriate empathy and expertise
• Drive revenue through thoughtful product recommendations and upselling
• Understand medical boundaries—knowing what advice is appropriate vs. when to recommend professional consultation

Dedicated Experts Who Understand Intimate Wellness

Kindra partnered with Remarkable to provide dedicated customer support, selecting a partner who could authentically represent their brand while handling the nuanced, sensitive nature of vaginal & sexual health and intimate wellness conversations. Kindra needed more than just additional support capacity—they needed a partner who could become a true extension of their wellness brand. Here's what made Remarkable the right fit:

The solution included:

• Dedicated support: Remarkable provides consistent coverage throughout the business week with trained experts dedicated to Kindra's account.
• Specialized training on wellness brand support: Remarkable experts received comprehensive training on Kindra's product line, vaginal & sexual health education, and the empathetic, consultative communication style required when discussing intimate health concerns. When customers are discussing intimate health challenges, having trained experts who understand the brand deeply builds trust and allows for more personalized, empathetic support.
• Revenue-focused support approach: Unlike typical cost-center support, Remarkable experts were trained to view each interaction as a retention and revenue opportunity, learning to respond, recommend, and upsell in ways that feel helpful rather than salesy. Remarkable's team understands the business deeply enough to spot upsell opportunities and make thoughtful recommendations that drive incremental sales.
• Deep Product Knowledge & Brand voice mastery: Experts learned to embody Kindra's signature tone—candid yet compassionate, educational yet accessible, empowering rather than clinical. Every response reflects the brand's commitment to making women feel seen and supported.
• Product expertise across categories: Vaginal & sexual health requires extensive product education and the ability to connect complex symptoms with the right solution combinations. Remarkable experts develop mastery that translates to better customer outcomes and higher conversion rates. From explaining the difference between the Daily Vaginal Lotion and V Relief Serum to guiding customers on supplement timing and expected results timelines (60-90 days), experts provide the detailed guidance customers need to make confident purchasing decisions.
• Flexibility That Scales with Your Business Remarkable offers the right model for each brand's needs. For Kindra, dedicated experts provide consistency during their critical growth phase while requiring minimal oversight from C-suite leadership.
• Helpdesk integration: Seamless workflow within Kindra's existing CRM ensures consistent customer records, efficient ticket management, and quality tracking without additional complexity for the internal team.
• Support for High-Impact Campaigns Remarkable provided reliable coverage during critical launches and promotional periods, including the Free 4-Day Intimate Care Trial launch and peak shopping events like Black Friday—ensuring quality customer support even during high-volume periods.

Strategic Freedom + Revenue-Driving Support

Strategic Impact:

• Consistent coverage with dedicated experts trained specifically for Kindra's intimate wellness support needs
• Minimal oversight required: Professional support operations without constant training and feedback demands‍
• Leadership time freed for C-suite priorities: Kindra internal team redirected significant hours toward strategic business goals and high-level initiatives

Revenue & Performance:

• 53.4% increase in revenue from customers who interact with CX channel. Tracked and confirmed "significant jump" in revenue from CX-touched customers‍
• 96% faster average response time: From 17 hours 5 minutes to 42 minutes 19 seconds‍
• 95% CSAT score maintained across all Remarkable-handled tickets

Customer Experience:

• Maintained Kindra's signature warm, educational wellness brand voice throughout intimate health conversations
• Successfully balanced empathy with education—helping customers feel heard while guiding purchase decisions
• Appropriate handling of "intense" wellness conversations involving health issues and personal challenges
• Consistent product knowledge and upselling that drives incremental sales without feeling pushy

Customer Testimonials: What Kindra's Community Says About Support Quality

Kindra's customers have noticed the difference in support quality:

"I appreciated the prompt, pleasant response and the expedited shipping of a replacement. Very nice!"

"Customer service is spot on. They get back to you in a timely manner. Help you with whatever your needs or concerns are."

"I truly get the feeling when I communicate with Kindra, even through an email, that they care about their customers. I believe they have a mission to help women take control of their own well being!"