Youfone is an independent telecom provider with more than 600,000 customers. SIM Only, TV services and super-fast internet.
As a fast-growing company, they are always looking for the next technological tools to simplify the lives of their customers and their employees.
Youfone already had a chatbot live on their site - but the results were below expected and it was not performing well.
They were at a crossroads. Either to end the use of chatbots or to look around and see if there were providers out there who could deliver the results and support they needed.
As it turns out just having a simple chatbot is not enough. You need to choose the right partner for your business, that will actually deliver the KPIs you need, not just check a box of “having a chatbot” Says Rick Van Gurp, Operations & Legal at Youfone
He highlights that you want to have your employees working on interesting and complex cases, not just on FAQ questions, the questions are boring, repetitive, and aren’t good for morale.
Going from one chatbot provider to another, I don't think the team had really high expectations based on the performance of the prior chatbot. But of course, the whole AI / GPT hype set some expectations.
After implementing Kindly we saw a drastic drop in numbers of handovers to live-agents, we can be reachable outside business hours, it's great for CX!
We chose Kindly because of their commitment to the impact their chatbot would have. They were confident in bringing specific KPIs and results
Kindly is a Scandinavian enterprise, which aligns more with the Dutch mentality compared to the typical slow-corporate bureaucracy you see around the world.
Kindly has ownership, and is flexible! The implementation team and maintenance team are the same people, they know how Youfone works, how the bot works, etc, it makes a difference and their understanding of the process and Youfone as a company lot smoother.
The idea that speaks to me is that Kindly has an open partnership, to discuss certain features, and new ideas we can create in the platform for Youfone. We feel like we are really having a partnership instead of feeling like a customer.
With Kindly we have a partner that is flexible, innovative and trying to get us moving forward.