In 2015, Philips Hue had the idea that online communication with customers had to change. Up to that point, questions were mostly answered by developers. But customers want a better customer experience. The communication had to be more human. Philips Hue was looking for a link between product and customer. Who on one side helps customers to make optimal use of the products, and on the other side uses the information from those conversations to provide the developers with valuable feedback.
RIFF helps Philips Hue to talk to customers day and night on social media. We answer the most diverse questions, give advice and help customers with making purchases.
And that is not all. RIFF speaks for the customer when Philips Hue is going to update the app that comes with the lighting. We make it possible to learn from the feedback that customers give. RIFF can directly participate in a sprint for product updates, so that the solution is developed quickly. This makes us more than an organization that handles customer contact on social media: we are an important partner that provides continuous input for product development and customer experience.
customer contacts worldwide per month
answers within 1 hour
customer contact 24/7/365