Electroplus Küchenplus KARL is a local specialist retailer for household appliances and kitchen furniture in Rheinbach.

Electroplus Küchenplus KARL is a local specialist retailer for household appliances and kitchen furniture in Rheinbach. The team advises customers on household appliances and electrical appliances, offers delivery and installation as well as a repair service and customer service. In addition, KARL operates a kitchen studio (Küchenplus) with individual customization, including 3D planning and services for delivery, installation and connection.

In day-to-day business, there are numerous service issues that need to be resolved quickly and easily. This includes inquiries about devices, serial numbers, photos of the type plate, appointments or brief status updates on how to get there. This often led to delays, queries and misunderstandings via traditional channels such as telephone and e-mail. Özkan Kücükbal describes exactly this challenge: If customers were to send device numbers or photos, for example, this was often cumbersome via e-mail. The process took time, was not very convenient for customers and often meant that information was incomplete or not received at all.

In addition, there was another problem known throughout the industry. According to Özkan, before the introduction of hellomateo, it was “totally difficult” to get new Google reviews. While dissatisfied customers often immediately share their opinions publicly, positive experiences usually remain uncommented. Satisfied customers must be actively addressed and specifically motivated to submit a review.

The collaboration with Electroplus Küchenplus KARL shows how hellomateo is used specifically where communication in day-to-day service needs to be fast, binding and uncomplicated. In customer service, Electroplus Küchenplus KARL uses WhatsApp as a central channel to answer questions about devices, serial numbers or photos directly and without media breaks. Customers can send information spontaneously from everyday life, without complex email processes. This ensures smooth handovers to technicians or customer service and noticeably relieves the team.

In addition, hellomateo is used for route planning. Customers are proactively informed about upcoming delivery and service dates and receive timely updates on how to get there. According to managing director Özkan Kücükbal, customers feel better looked after and more involved in the service process. KARL also uses automated messages to specifically ask customers for a Google review after successfully completed assignments.

The effects after the introduction of hellomateo are clearly visible. WhatsApp is very well received by customers of all ages and is becoming the preferred communication channel in service. Information is available more quickly and completely, service cases can be processed more efficiently and inquiries are significantly reduced.

Route planning also benefits noticeably. Customers forget appointments less often and are reliably available for deliveries or service calls. This improves predictability and reduces idle times. The success in evaluation management is particularly evident. According to management, the average Google rating “went straight through the roof” and is currently 4.9 stars. KARL also achieves opening rates of 83 percent for WhatsApp messages.