Trusted by businesses for measurable impacts. Discover how our AI Agents can support your goals.

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All-in-One Solution for Customer Experience

Stories that could be yours next!

Được tin tưởng bởi các doanh nghiệp hàng đầu

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Trusted By

Book a consultation with our team to explore solutions tailored to your needs.

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Curious how Filum.ai can work for your business?

<h2>Turning challenges into opportunities</h2>Before adopting Filum’s solutions, Beauty Box used Typeform to gather customer feedback. However, traditional methods, such as SMS, email, or QR codes on packaging, proved less effective than expected.With response rates as low as 1–2%, Beauty Box faced difficulties identifying customers, as many withheld personal information. The increasing complexity of handling feedback across various channels also led to slow and fragmented processing. Previously, Beauty Box’s Customer Experience team would manually collect and share feedback internally, making the response process scattered and inefficient.Seeking to bring beauty to millions of customers and create the best possible customer experience, Beauty Box recognized the need for a smarter approach to truly understand their customers. Choosing Filum’s customer experience management platform marked a pivotal step in winning their customers’ hearts.<img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/Group_17505_66ddae3ca9.webp" alt="Group 17505.webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_Group_17505_66ddae3ca9.webp 243w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_Group_17505_66ddae3ca9.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_Group_17505_66ddae3ca9.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_Group_17505_66ddae3ca9.webp 1000w," sizes="100vw" width="1000px"><h2>Filum.ai’s Solution</h2>In October 2023, Filum’s solution was integrated into Hoa Sen Viet Group’s existing system. After just one month, the platform was officially launched. Filum worked closely with Beauty Box throughout, optimizing the platform and tailoring it to target customer needs. By December 2023, Filum was fully deployed across all 19 Beauty Box stores, empowering the team to deliver a more holistic beauty experience built on powerful listening and insights.Surveys were conducted at key touchpoints—immediately after purchases both online and at physical stores nationwide. Using CSAT (Customer Satisfaction Score), Beauty Box measured customer experiences, sending Zalo ZNS notifications with order details and a prompt for customers to rate their shopping journey.Additionally, Filum enabled passive listening by integrating with Google Reviews at every location and collecting feedback from e-commerce platforms like Lazada and Shopee. All feedback was automatically categorized by store, ensuring accuracy and professionalism in reporting.<img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/image_107_21b8fdaf89.webp" alt="image 107.webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_image_107_21b8fdaf89.webp 245w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_image_107_21b8fdaf89.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_image_107_21b8fdaf89.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_image_107_21b8fdaf89.webp 1000w," sizes="100vw" width="1000px">Just a month after implementing Filum, Beauty Box collected over 1,140 responses—a 50% increase compared to previous methods. Customer satisfaction scores surged as well: in-store CSAT reached 89%, while online CSAT hit 93%. The Filum solution was swiftly rolled out across all 19 stores.Throughout this journey, Filum partnered closely with Beauty Box, supporting weekly needs assessments and customer sentiment analysis. These deep-dive reports provided management with actionable insights, highlighting strengths and areas for improvement to further enhance the customer experience.

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Looking for a way to manage customer experience across multiple branches? Beauty Box’s story could be the solution you’re after!

Beauty Box understands its customers better with Filum.ai

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Guiding customers on their beauty journey through genuine care and understanding

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Read more success stories from Filum customers.

Feedback collected across touchpoints

<h2>Turning Challenges into Opportunities</h2>Häfele faced the challenge of measuring true customer loyalty to its brand. Before using Filum, the company worked with a market research partner, but did not have an effective way to gain in-depth NPS insights. Identifying both barriers and drivers behind customer trust in Häfele products was not an easy task, especially with a large and diverse customer base across different regions, sales channels, and product types.With over 25 years in Vietnam, Häfele has built a solid reputation by providing interior solutions, building accessories, and smart technology for homes and offices. The company understands how important customer experience is for sustainable growth. To gain more comprehensive feedback and make strategic decisions to retain customers, Häfele partnered with Filum, aiming to clearly identify barriers and buying motivations, segment them by different factors, and ultimately measure how likely customers are to recommend the brand to others.<h2>The Filum.ai Solution</h2>Häfele chose to implement the Filum platform on a project basis, rather than with a long-term rollout. In early December 2023, both teams met to discuss and finalize the plan. Filum then customized and optimized the solution to fit Häfele’s needs and resources. After just over two weeks of testing, Filum’s system was officially launched at Häfele in two phases on December 18 and December 26.By January 2024, Filum delivered a comprehensive report summarizing the project. Both teams had the opportunity to review outcomes, identify successes, and outline areas for improvement in future collaborations. With support from Filum, Häfele gained greater confidence in understanding and unifying its customer profiles on one platform, enabling timely action to resolve outstanding issues.<img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/image_107_21b8fdaf89.webp" alt="image 107.webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_image_107_21b8fdaf89.webp 245w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_image_107_21b8fdaf89.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_image_107_21b8fdaf89.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_image_107_21b8fdaf89.webp 1000w," sizes="100vw" width="1000px"><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border:0px solid rgb(78, 78, 78);box-sizing:border-box;color:rgb(78, 78, 78);font-family:-apple-system, BlinkMacSystemFont, Inter, Vazirmatn, ui-sans-serif, system-ui, &quot;Segoe UI&quot;, Roboto, Ubuntu, Cantarell, &quot;Noto Sans&quot;, sans-serif, &quot;Helvetica Neue&quot;, Arial, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;;font-size:16px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin-block:0px;margin:1.25em 0px;orphans:2;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:pre-line;widows:2;word-spacing:0px;" dir="auto">The project included two proactive NPS survey campaigns, conducted through Email and Zalo ZNS, each as independent campaigns. These surveys helped Häfele measure the strength of relationships with different partners such as dealers, manufacturers, and project managers.<img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/Group_17474_46e83a4b27.webp" alt="Group 17474.webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_Group_17474_46e83a4b27.webp 161w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_Group_17474_46e83a4b27.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_Group_17474_46e83a4b27.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_Group_17474_46e83a4b27.webp 1000w," sizes="100vw" width="1000px">After two campaigns, Häfele achieved an average NPS score of 18 with nearly 140 customer responses. Filum supported Häfele by preparing a detailed NPS report, analyzing customer feedback from multiple perspectives so the NPS metric could be effectively integrated into daily operations. The report focused on key factors impacting NPS and provided breakdowns by region, sales point, and product, giving Häfele deeper insight into business performance. The analysis also included sentiment evaluation of customer comments to support targeted improvements.&nbsp;

We use NPS surveys to gather customer feedback. With Filum’s tools, we can quickly collect responses and take timely action to optimize the customer experience, making our retention efforts much more effective.

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Digital Marketing Leader

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Looking to measure brand loyalty more effectively? Häfele’s story might be just what you need!

Häfele boosts customer loyalty with Filum.ai

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Improve customer experience by actively listening anytime, anywhere.

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<h2>Turning Challenges into Opportunities</h2>Before using Filum, Mediplus faced difficulties measuring patient experience throughout clinic visits. The existing process involved many touchpoints and interactions, making it hard to monitor the patient journey and pinpoint specific issues. To solve this, the Filum team unified patient profiles and worked with Mediplus to design two complete experience journeys, one for doctors and one for patients, based on Mediplus’s feedback. Mediplus is committed to delivering attentive and caring medical services. They recognized the need for a solution that would help them better understand patient needs and enhance every clinic visit. Choosing Filum’s customer experience management platform was a meaningful step for Mediplus in earning patient trust and delivering outstanding care.<h2>The Filum.ai Solution</h2>In February 2023, Filum began piloting its solution within the Mediplus system. During the rollout, Filum helped integrate with Mediplus’s internal management software and converted hospital data to sync with the Filum platform. Filum also set up automated survey delivery based on custom triggers from Mediplus. After preparing the system, Filum launched real-time post-visit surveys, along with automatic workflows for sending emails and creating service tickets whenever negative feedback was detected.<figure class="image"><img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/Group_17580_1_4611c69fc9.webp" alt="Group 17580 (1).webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_Group_17580_1_4611c69fc9.webp 245w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_Group_17580_1_4611c69fc9.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_Group_17580_1_4611c69fc9.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_Group_17580_1_4611c69fc9.webp 1000w," sizes="100vw" width="1000px"></figure>After nearly two months of testing, the solution went live on April 15, 2023. With Filum’s support, Mediplus has strengthened its ability to provide thoughtful, reliable care and build patient trust at each step.Surveys are now sent right after patients complete their visits. The main metric is CSAT, or customer satisfaction score. Patients immediately receive a Zalo ZNS notification with their visit information, encouraging them to rate their experience. Filum also deployed a passive listening system that gathers feedback from Google Reviews at the Mediplus site. Insights from both sources are compiled into detailed reports for accurate, professional evaluation.<img src="https://filum-assets.s3.ap-southeast-1.amazonaws.com/Group_17243_ec6203a593.webp" alt="Group 17243.webp" srcset="https://filum-assets.s3.ap-southeast-1.amazonaws.com/thumbnail_Group_17243_ec6203a593.webp 243w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/small_Group_17243_ec6203a593.webp 500w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/medium_Group_17243_ec6203a593.webp 750w,https://filum-assets.s3.ap-southeast-1.amazonaws.com/large_Group_17243_ec6203a593.webp 1000w," sizes="100vw" width="1000px">In just five months, Mediplus collected over 1,193 patient responses, reaching a 7.8 percent response rate. Over 503 service requests have already been resolved to improve patient experience. Filum’s smart reports give Mediplus a clear overview of customer feedback and recommendations for service improvements. Sentiment analysis provides additional guidance for targeted enhancements.By identifying more than 47,200 patients through phone numbers and email, Mediplus can now segment their customers and offer a more personalized experience. Additionally, to spread awareness of the value of patient experience, Mediplus and Filum held a CXM Workshop where staff from different locations shared ideas and suggestions based on their direct interactions. This workshop supported further improvements across every patient journey.

With Filum.ai, we no longer worry about missing patient feedback. Every response is captured right after the consultation, helping us quickly resolve issues and noticeably improve service quality. It’s a practical tool that keeps us closely connected to each step of the patient care journey.

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CSR Manager

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Want to create personalized experiences for your patients? Discover how Mediplus did it!

Mediplus increases patient satisfaction with Filum.ai

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Building trust with patients through thorough and attentive care at every touchpoint.


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See how Filum.ai empowers partners to deliver exceptional CX with intelligent, multi-channel AI agents.

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Winning businesses start with smarter experiences.

Dành cho doanh nghiệp bạn!

Doanh nghiệp đã cải thiện CX như thế nào với Filum.ai

Khách hàng nói gì về chúng tôi

How businesses improve their CX with Filum.ai

We used to rely on Typeform, but since it only let us share surveys via URL links, customers often overlooked them. With Filum, we have access to a variety of well-designed survey templates that help us better understand our customers' needs.

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Customer Care Staff

Filum.ai has helped Friendship Cakes cut customer response time down to seconds, while still maintaining our brand’s warmth and dedication. Thanks to Filum, we’re confident in scaling up without compromising the customer experience.

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Filum.ai simplified our customer feedback process. While customization could be improved, the supportive team helped us streamline surveys effectively. It's a strong option for businesses aiming to enhance customer experience.

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Customer Strategy & Operations Department

Thanks to Filum.ai, Gohub can support customers worldwide 24/7, across all time zones. Faster response times, centralized operations, cost savings, and a consistently professional experience – that’s the value Filum brings us.