Haller Hörakustik strengthens customer communication and service quality with hellomateo

Haller Hörakustik is an owner-managed master company with locations in Schwäbisch Hall and Crailsheim. The company supports people with hearing loss personally, individually and with a high level of professional expertise. Modern measurement technology, a brand-independent selection of products and sufficient time for every customer characterize everyday work. The range of services includes hearing systems for all ages, repairs, accessories and specialized services such as tinnitus care or individual hearing protection. In addition, Haller Hörakustik offers an online hearing test, which makes it easy to get started, especially for first-time visitors. Another focus is on customer proximity: With mobile measurement technology, the team can also reach people with reduced mobility or in care facilities. This consistently customer-oriented approach makes Haller Hörakustik a modern hearing acoustics company that focuses equally on quality and service.

Before the introduction of hellomateo, customer communication at Haller Hörakustik was heavily influenced by manual processes. Appointment reminders, feedback on repairs or appointments were made mostly by telephone or on site. This made it difficult to reach customers and led to delays in everyday working life. At the same time, many customers wanted an uncomplicated, digital communication channel. However, there was no channel close to everyday life that enables quick queries, short votes or simple status reports. Although the focus was always on personal service in the store, this requirement was difficult to reflect outside the branches. The result was a high level of manual effort for the team, tied up personnel resources and limited opportunities to inform customers promptly and reliably.

With hellomateo, Haller Hörakustik integrates WhatsApp into everyday working life as a central communication channel. Many customers, including older ones, prefer this route because it is personal, familiar and easy to use. Appointments can be coordinated more quickly, inquiries can be clarified easily and changes can be communicated at short notice. The Amparex integration sends automated messages, such as appointment reminders, birthday greetings or notifications when a hearing aid returns from repair. This information reaches customers reliably without the team having to manually write every message. In addition, Haller Hörakustik uses hellomateo's integrated assessment management. Google reviews are displayed centrally, can be answered directly and new reviews can be initiated automatically. In addition, a QR code is used, which specifically leads customers to the Google review page and is used in marketing.

The introduction of hellomateo at Haller Hörakustik leads to noticeable improvements in customer service and in everyday work. Automatic appointment reminders ensure significantly fewer missed appointments and more planning security. Customers cancel appointments more often or postpone them in good time, as the hurdle to making contact via WhatsApp is significantly lower than by telephone or email. Personal and rapid communication strengthens customer proximity and loyalty. Many customers actively use WhatsApp for quick questions, send photos to better assess problems, or report back immediately if there are changes. With an opening rate of 84 percent, messages attract a very high level of attention. External visibility also benefits. Both branches are currently rated 5.0 stars on Google. Through central evaluation management and targeted activation of customer feedback, Haller Hörakustik not only improves its online profile, but also its overall professional appearance.