Case Study: Enhancing Customer Interaction at Hidden Hearing UK with Qualifico

Executive Summary:

Qualifico successfully integrated its conversational marketing solution with the website and call center of Hidden Hearing UK. This strategic move was engineered to accelerate response times to online prospects, offer personalized experiences, and ensure availability during crucial decision-making moments for customers. Real-time notifications and the use of familiar tools like Microsoft Teams were central to the project's success, with fast deployment being a standout feature. Implementation was expertly handled by Forafact, a Qualifico Partner, bringing in vital conversation mapping, best practices, and technical support.

Background:

Hidden Hearing has a legacy of innovation in hearing healthcare. To continue this tradition, they required a sophisticated digital interaction system capable of serving the unique needs of their customers with hearing challenges.

Challenge:

The dual challenge for Hidden Hearing was to provide instantaneous, personalized web and call center support to potential customers, and to do so in a way that felt natural and intuitive, using tools that were already part of the staff's workflow.

Solution:

Qualifico introduced The Pipeline Generator™, an AI-infused conversational marketing tool, designed to:

- Seamlessly integrate with both the Sitecore website and call center operations of Hidden Hearing.

- Offer real-time notifications to staff, alerting them to prospect activities.

- Utilize Microsoft Teams to facilitate a familiar and efficient response environment.

- Ensure availability during key decision moments for customers seeking hearing solutions.

- Be easily configurable for operating hours in case the call center has fewer agents available.

Implementation:

The rollout, facilitated by Forafact, involved:

1. Integration: Aligning Qualifico’s solution with Hidden Hearing’s existing systems for a unified customer service approach on Sitecore’s platform.
2. Conversation Mapping: Collaborating with Forafact to design effective conversation scenarios tailored to customer needs.
3. Best Practices Training: Leveraging Forafact’s expertise to train Hidden Hearing staff on best practices for customer engagement.
4. Technical Setup: Ensuring all technical aspects were addressed, allowing for fast deployment and integration with Microsoft Teams.
5. Monitoring and Analytics: Implementing tools for live monitoring of customer interactions to track performance and conversion rates.

Results:

The introduction of Qualifico's technology led to:

- Improved response time to online prospects, significantly enhancing customer engagement.

- A more personalized customer journey, contributing to higher satisfaction rates.

- The ability for staff to be present at critical decision points, increasing the likelihood of conversion.

- Real-time notifications enabling prompt responses to customer activities.

- Quick deployment of the solution, minimizing disruption to existing operations.

- Effective use of Microsoft Teams, allowing for a smoother transition for the customer service team.

YTD Results as of Nov 2024:

387 appointments booked with a show rate of 75.7% (marketing show rate is around 57% to 60%).

Aidable loss rate is around 79.5%

Conversion rate is around 18.9%

Invoiced revenue is around £200k

Koren Tako, Qualifico CEO:

"Our collaboration with Hidden Hearing has been a testament to Qualifico's capacity to transform lead generation and sales processes. By integrating our tools, we've not just facilitated a state-of-the-art technical solution, but we've also cultivated a more human, responsive approach to customer experience. Our platform is designed to bridge the gap between advanced technology and genuine customer engagement, serving as an indispensable asset for businesses aiming to thrive in today's competitive market."

Amy Ah-kine, Head of Database Marketing (CRM) at Hidden Hearing:

"The implementation of Qualifico's conversational marketing platform has been a game-changer for us. It's not just about being technologically advanced; it's about providing a service that meets our customers exactly where they are in their journey. The real-time engagement capabilities have significantly improved our customer interaction, reflecting our dedication to their satisfaction."

Flemming Bækdal, For A Fact CEO:

"Our longstanding partnership with Audika, of which Hidden Hearing is a part, has given us deep insights into their business and the innovative strategies they apply in marketing and sales. When the opportunity to enhance their customer interaction systems arose, we immediately saw the potential of Qualifico's conversational marketing platform to integrate seamlessly into their technology-driven framework. This collaboration has been a perfect synergy, combining cutting-edge technology with our expertise in data-driven marketing systems to achieve impactful results. Working with Hidden Hearing and Qualifico has been a privilege, and we are proud to have contributed to creating a solution that not only supports sales and marketing but also elevates the customer experience."

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This case study highlights the transformative impact of Qualifico’s conversational marketing solutions on Hidden Hearing’s online and call center services. By integrating Qualifico’s tools with the hands-on expertise of Forafact, Hidden Hearing has not only improved its customer interaction but has also set a new standard in the hearing healthcare industry for customer service and engagement. Through continuous collaboration, the Qualifico-Forafact partnership is dedicated to driving further advancements in the customer service experience.