Case Study: KidsLife improves customer service and satisfaction with Hello Customer

KidsLife lifts telephone answering rate from 75% to 87% with Hello Customer

KidsLife, a Belgian child benefit fund, faced a significant challenge when it shifted from a B2B to a B2C market. Since all funds are required to pay out the same amount, they could only differentiate through service excellence. Their key issues included technical communication, an overloaded helpdesk with long wait times, and the need to align the entire organization around a new end customer. To address this, they turned to the vendor Hello Customer and its customer feedback solution.

Using Hello Customer, KidsLife gathered extensive feedback to identify pain points and drive process improvements. They simplified communication, reorganized their helpdesk teams for better coverage, and used insights to invest in a new CRM system. This solution from Hello Customer led to a 12% increase in their telephone answering rate, rising from 75% to 87%, shorter waiting times, and a more customer-centric mindset across the entire organization.

KidsLife