Case Study: KidsLife improves customer service accessibility with Hello Customer

Becoming the most customer-friendly service provider in the market

KidsLife, Belgium’s child benefit fund founded in 2018, needed to stand out in a market where product differentiation is limited and service is the main competitive lever. As it shifted from a B2B to a B2C model, it faced challenges around making information easier to find and understand, reducing long phone wait times, and building a more customer-centric organization. To address this, KidsLife used Hello Customer’s customer feedback platform for its helpdesk interactions, combining CSAT measurement with open feedback.

With Hello Customer, KidsLife turned customer insights into operational improvements, including clearer website self-service options, team-based staffing and cross-team support, and better file tracking through a planned CRM rollout. The company also introduced quick wins like asking callers, “Was this an answer to your question?” at the end of conversations. The results included a 12% increase in telephone answering rate, significantly shorter waiting times, an average satisfaction score of 84, and better coaching for advisors based on feedback.

KidsLife

Ann Hostens

Marketing Director