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How hearing care company audibene improved customer journeys with Flex

audibene is a Germany-based hearing care company. With innovative hearing aid technology and a team of highly qualified hearing consultants, the company has helped more than 100,000 customers on the path to better hearing.

The Results
increase in inbound reachability
of call data tracked
decrease in inbound call drop rate

Nearly 500 million people—or 5 percent of the world’s population—are affected by hearing loss. By 2050, the World Health Organization projects that percentage to double, which means more than 900 million people will have some degree of hearing loss.

While hearing loss affects people of all ages, races, and ethnicities, the use of hearing aids is not so widespread. Only one-tenth of all hearing-impaired people use an assistive hearing device, and even fewer have had access to information about the latest hearing aid technologies.

audibene is on a mission to close that gap. As the largest and fastest-growing online provider of expert hearing care and modern hearing aids in Europe, audibene provides access to highly qualified hearing specialists and innovative hearing aid technology through its digital platform. Founded in 2012, the company’s business case was revolutionary: adapting and selling hearing aids online not only appealed to a market of younger, more tech-savvy users, but also helped spread information about hearing loss and innovations in the hearing aid industry more broadly.

Outgrowing of out-of-the-box systems

Today, audibene has helped more than 100 thousand people on their journey to hearing better. The company’s bills much of its success to listening closely to its customers—and great communication is essential. Unfortunately, audibene’s previous out-of-the-box Computer Telephony Integration (CTI) system didn’t allow them to personalize customer journeys at scale.

As the business grew, Audibene needed to create unique experiences for its customers and consultants in order to take its platform engagement to the next level.

Now, audibene uses Twilio Flex to power its contact center, which supports over-the-phone evaluations between customers and expert hearing consultants. The customer is provided with personalized and manufacturer-independent advice to ensure their individual requirements are met. Once the correct specifications and models have been finalized, a fitting appointment with an audiologist is scheduled. Lastly, once the fitting process is complete, the consultant guides the customer through the purchasing steps. Thanks to the reliability of its Flex-powered platform, audibene is able to ensure its consultants are available to assist customers at any point throughout the entire process.

Increased efficiency of sales and support

It's not just Audibene's customers benefiting from the new Flex model. The company rebuilt its entire outbound dialing system on Twilio, enabling representatives to reach customers with far greater precision. From a call data perspective, audibene now has full access and transparency to ensure it’s tracking the most relevant metrics.

Consultant productivity has also gotten a boost now they are able to use a single dialing system, insteading of switching between set-ups—the simplification not only saves time, but also ensures customers get connected to the right consultant.

“The flexibility we have with Twilio has been a game changer for us and we have big plans on how to optimize our communication set up for the future,” said Clara Stjernswärd (Technical Product Manager) at Audibene. “The support we have been getting from Twilio has been great, and we are looking forward to developing our platform together.”

What’s next?

As demand for hearing aids continues to increase, Audibene plans to continue expanding its products and customer experiences to reach new generations of those with hearing loss. The audibene team is working to integrate messaging into their platform, and launch their Twilio-backed solution in the US and Canada.