Orgalife digitizes customer listening and care with Filum.ai

Orgalife digitizes customer listening and care with Filum.ai

With a mission to enhance quality of life and a commitment to providing the most suitable nutritional solutions for each customer group, Orgalife partners with Filum.ai to become a dedicated companion on every family’s health journey. By putting customer experience at the center, Orgalife knows that deep listening is the foundation for creating products and services that exceed expectations.

About Orgalife

Founded with the aspiration to “break the limits of traditional nutrition,” Orgalife focuses on researching and applying scientific, natural nutrition solutions tailored to the specific needs of Vietnamese customer groups. With a vision for sustainable development, Orgalife not only boasts an experienced team of experts and a leading Nutrition Research Institute, but also values international collaboration to bring the latest nutritional standards into every product and care process. After more than 8 years, Orgalife has established itself as an industry pioneer, delivering real value from product quality to every customer experience nationwide.

At Orgalife, we’ve learned that listening is not just about asking customers. It’s about organizing feedback, acting on it, and using it to improve. With Filum.ai, we’ve raised our customer service standards and continue to grow more professional and responsive each day.

DUNG NGUYEN

CTO

When "Just Calling to Check In" Isn't Enough

Like many traditional companies, Orgalife started with personal follow-up calls to each customer after purchase, aiming to gauge satisfaction and product effectiveness. Despite best efforts, this approach revealed significant obstacles. 

Feedback was scattered across separate files, making data storage and synthesis difficult and lacking a comprehensive view. Many survey calls felt superficial, failing to uncover true insights or proactively address customer dissatisfaction. Valuable feedback often got lost among notes, leading to missed improvement opportunities. Without accurate performance data, it was also challenging to motivate and train staff effectively.

"We often spent a lot of time compiling individual responses, but it was hard to extract meaningful insights or take action that made any real difference," shared Mr. Dung, Orgalife’s CTO.

Searching for a Breakthrough

Orgalife recognized the need to move beyond process-driven check-ins and towards deep, real-time listening across all touchpoints. That’s why they chose Filum Survey, a modern platform empowering organizations to listen actively and optimize experiences using data and AI.

With Filum AI, surey processes became fully automated. Any customer who spoke with an advisor for more than 30 seconds would automatically receive a feedback survey after the call. All responses were captured, analyzed for sentiment, and satisfaction scored instantly. This allowed Orgalife to identify any dissatisfaction and take action within the same day.

Filum Automation product interface as part of the Customer Service AI suite

After seven days of product use, customers received follow-up surveys via SMS or email. These additional feedback rounds helped Orgalife better understand real product impact, actual satisfaction, and likelihood to recommend to others. All feedback was consolidated onto a single platform, making customer journey analysis simpler than ever. Beyond that, Orgalife could build custom surveys for different programs, personalize questions for customer segments or campaigns, and continuously refine their approach to listening and proactive action, delivering real value at every touchpoint.

Turning Data Into Real Value

With Filum AI as a partner, Orgalife empowered customers to voice their opinions while helping the internal team reconnect with their purpose: every piece of feedback, no matter how small, holds the insights needed to create better products and services. No longer collecting feedback just to “check the box,” Orgalife actively adjusted their consultations and swiftly resolved dissatisfaction to regain customer trust. These changes brought real results: customers not only returned but also referred Orgalife to friends and family - a powerful indicator of improvement, even if hard to quantify immediately. Resolution times dropped significantly as negative feedback triggered real-time alerts, enabling customer care to respond quickly and regain loyalty.

Filum Topic Analysis product interface as part of the Customer Insight suite

With flexible survey design, Orgalife frequently tests fresh topics, from product reviews and shopping journeys to event and expert workshop feedback. This created a multi-dimensional listening network, allowing Orgalife to measure true experience and drive continuous improvement at scale.

Conclusion

Looking ahead, data and AI are setting a new standard in the nutrition industry, helping Orgalife shift from a traditional business to a customer experience pioneer in healthcare. The team continuously analyzes data, optimizes feedback methods at each touchpoint, and raises the bar for service, becoming an example of sustainable innovation in the industry.

Orgalife’s journey proves that innovation doesn’t need to start with huge numbers; it begins with the willingness to improve processes. With Filum AI by your side, every small change can make a big difference. Are you ready to shape your own “customer experience standard” like Orgalife? Book a demo to discover the solution that helped Orgalife win their customers’ hearts.