DigiHelpLine: always someone to assist, even digitally

Every day, we're ready to help people who find themselves stuck in the digital world. From DigiD to scanning a QR code: we ensure that no one has to be left on the sidelines.

The Digihulplijn is a nationwide initiative for individuals with questions about using digital devices or online services. Think of assistance with video calls, installing apps, or applying for government services. The target audience is often slightly older, less digitally skilled, or just feeling uncertain at times. That's why it's so important that someone answers calmly, kindly, and clearly.

Everyone Welcome

The Digihulplijn is free and easily accessible via phone, chat, and WhatsApp. The challenge: how do you offer personal support through written channels to people who struggle with typing, reading, or digital communication? Together with the Digihulplijn, we developed a solution where simplicity and humanity are central.

We trained our customer service experts in using clear language, patient guidance, and recognising subtle cues. Thanks to the smart setup of the Vavox platform, we could make the most of WhatsApp and live chat – with scripts, knowledge bases, and real-time coaching in the background.

"I really feel helped, without feeling stupid." – User of the Digihulplijn

Customisations in Technology and Humanity

The collaboration began with the use of chat support but has now expanded to include WhatsApp. Both channels are tailored to the target audience: calm, clear, and without technical jargon. Through Vavox, our employees can quickly switch, stay organised, and collaborate easily. We also made reports transparent for the coordinators of the Digihulplijn, so we can improve together.

The partnership is characterised by short lines of communication, mutual trust, and a common goal: ensuring everyone can continue to participate in society.

A Partnership We're Proud Of

The collaboration with the Digihulplijn is one of close communication, trust, and a shared mission: to ensure everyone in the Netherlands can keep participating. We are proud to contribute as a partner – not only with technology and capacity but especially with humanity.

Sometimes a single kind message is exactly what someone needs to move forward again.