👨🦽 Hulpmiddelwereld advises customers and saves time on service
Through the smart use of product finders, Hulpmiddelwereld reduces the burden on customer service without sacrificing quality.
About the company
Hulpmiddelwereld has grown since 2009 into one of the largest online providers of aids such as a rollator, pillow or wall bracket. These products often mean a world of difference for their customers: they directly contribute to their self-reliance and mobility. Not only individuals, but also many occupational and physical therapists know where to find Hulpmiddelwereld.
“On the one hand, we want to take the work off our hands for our customer service, and on the other hand, we see that there is a lot of need for substantive advice.”
The challenge
Hulpmiddelwereld has an excellent customer service that knows all products inside and out. They help people choose from all options. “The majority of our team works in customer service and this continues to grow as our product offerings expand,” says Mark Goessens, online content marketer at Toolworld. “On the one hand, we want to take care of our customer service; on the other hand, we see that the products we have are difficult to buy online: there is a lot of need for substantive advice.
The solution
In addition to a customer service team, Hulpmiddelwereld has a passionate marketing team. They are fully committed to other forms of content advice, which reduce the burden on customer service without sacrificing quality. This includes the product finders built in Aiden, which are now an essential part of the marketing strategy.
“Every month, we choose a newsletter theme that matches a specific product category. We are making a product finder for this, which will be featured prominently in the newsletter,” says Goessens. “Our aim is to give each major category on our website a decision aid.”
“Our aim is to give each major category on our website a product finder.”
Results
Initial results are promising. Goessens: “We already see that customer service can focus more on other projects. I think we're going to notice more and more of that.”
“I also noticed another advantage: you get to know the customer better through the analytics in Aiden. For incontinence material, for example, I mainly thought of women as the target group, but the data in Aiden showed that most of the visitors to this product finder consist of men.”
“It's nice that this way you get quite a bit of information from your customers, but anonymously, fortunately!”
Stop losing customers to choice paralysis
Provide the right advice - self-serve at scale to massively grow your conversion rates.
