Optik Eberle simplifies customer communication with hellomateo

Optik Eberle is a family-run specialist company for good vision and hearing in the Karlsruhe-Pforzheim region and has existed for three generations. The company combines ophthalmic optics and hearing acoustics under one roof and places particular value on personal advice, individual solutions and a trusting relationship with its customers. At several locations, Eberle offers a wide range of glasses, contact lenses and hearing systems as well as additional services such as vision and hearing tests, hearing protection, in-ear monitoring and terzo hearing therapy. Personal appointments play a central role in being able to address individual visual and hearing needs in a targeted manner.

Prior to the Introduction of Hellomateo, Customer Communication at Optik Eberle was heavily influenced by manual processes. Appointment reminders were sent individually by phone or email. This process took up valuable working time and strained personnel resources, particularly in the already busy day-to-day business. At the same time, customer demands for fast, uncomplicated and up-to-date communication grew. Messengers and push messages have become a matter of course for many people. However, this desire for direct smartphone communication could not be fulfilled efficiently without a suitable software solution. Management was therefore looking for a solution to automate recurring processes, relieve the team and at the same time raise customer service to a modern level.

Optik Eberle uses Hellomateo primarily for automated WhatsApp appointment reminders. Customers receive a message directly on their smartphones one day before their appointment, without employees having to manually intervals. In addition, the team uses intuitive messenger communication for quick queries and individual messages. Thanks to customizable placeholders, messages remain personal even though they are sent automatically. The multichannel inbox ensures that all messages can be viewed centrally, regardless of the channel. In this way, the team always has an overview and can react efficiently. Automation and personal communication are not mutually exclusive, but complement each other in a meaningful way in everyday life.

With Hellomateo, Optik Eberle saves several hours of work per week that were previously spent on telephone reminders and manual emails. The team can focus more on advice and customer service. The automated appointment reminders result in a noticeable reduction in missed appointments. Customers appear more reliable or cancel appointments in good time. This increases predictability and efficiency in day-to-day business. With an opening rate of 86 percent, WhatsApp messages reach customers reliably. At the same time, communication is perceived as more personal than traditional emails. This combination of efficiency and proximity sustainably strengthens customer loyalty and contributes to a consistently high online rating of 4.9 stars on Google.