Case Study: Youfone achieves 70% deflection and fewer live-agent handovers with Kindly

Evolving Telecom Customer Support with the Kindly Chatbot Platform

Youfone, an independent telecom provider with over 600,000 customers, was struggling with an underperforming chatbot. Their previous solution delivered poor results, failing to meet KPIs and forcing a high volume of simple queries to be handled by live agents. This inefficiency led the company to a crossroads where they considered abandoning chatbots entirely unless they could find a new vendor, Kindly, that could deliver a truly effective solution.

By implementing the Kindly chatbot platform, Youfone saw a dramatic transformation in their customer support. The solution from Kindly led to a 70% deflection rate, drastically reducing the number of handovers to live agents. This allowed the company to reduce their chat agent team from 3-6 agents to just 1-3, significantly improving resource allocation and customer experience with 24/7 availability. Youfone highlighted Kindly's flexibility, innovative technology, and true partnership approach as key reasons for these successful results.

Youfone

Martijn Doomenerik

Youfone