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youfone

Smarter Knowledge, Stronger Service

As a fast-growing telecom provider, Youfone was ready to raise the bar for both customer experience and operational efficiency.

With challenges around fragmented knowledge, inconsistent answers, and missed self-service opportunities, they partnered with Polly.Help to create a modern, unified knowledge environment for both employees and customers.
Customer Opinion

Polly.Help gives us a modern knowledge ecosystem that improves service, reduces pressure, and increases confidence across the board both for our customers and our teams

Rick van Gurp,
Operations and Legal Manager, Youfone

The Challenge

  • Legacy knowledge base (Confluence) made it difficult for staff to quickly find relevant, accurate answers
  • Inconsistent service quality across contact center agents, resulting in higher hold times and repeated contacts
  • Outdated FAQ experience on the website led to high call volume and limited customer self-service
  • Lack of integration between knowledge and contact center tools


The Polly.Help Solution

  • Launched a centralized, role-specific knowledge portal integrated with Talkdesk
  • Developed a self-service FAQ environment embedded in Youfone’s website with SEO-ready architecture
  • Enabled real-time content publishing and search behavior analytics for continuous improvement
  • Built a scalable foundation for automated voice and email flows powered by knowledge

The

Results

  • Improved service quality by giving employees faster access to context-aware, verified answers
  • Reduced hold time and improved first contact resolution
  • Higher self-service rates from improved FAQ visibility and usability
  • Clear content ownership and ongoing governance ensured up-to-date and accurate information

One Knowledge Hub Multiple Wins

By centralizing its knowledge strategy with Polly.Help, Youfone has created a single, trusted platform for both internal teams and customer-facing support.

It’s not just about faster answers it’s about consistent service, measurable impact, and a better experience at every touchpoint.

Ready to upgrade your telecom support?

More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
See more success stories
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Polly.Help B.V.

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3824 MN Amersfoort
The Netherlands
Polly.Help 2025