Case Study: Luminus improves customer experience and reduces churn with Hello Customer

Luminus improves customer satisfaction in real time with Hello Customer, reaching 15% to 30% open-feedback response rates

Luminus, a Belgian energy supplier, faced intense competition in a price-driven market. Their challenge was to improve customer retention by understanding their competitive edge, moving away from long and ineffective surveys, and sharing customer feedback insights across their 2,000 employees. They partnered with Hello Customer to address these needs.

Hello Customer implemented a platform that uses AI to analyze open customer feedback, providing real-time insights into satisfaction at key journey points like onboarding, billing, and exit. This solution enabled Luminus to equip agents with personalized arguments to fight churn and provided targeted coaching linked to their Salesforce CRM. As a result, Hello Customer helped Luminus replace manual analysis, achieve feedback response rates of 15-30%, and improve customer retention through data-driven actions.

Luminus