Hello Customer
Hello Customer is an AI-native Voice of Customer platform built and hosted in Europe. It merges surveys, public reviews, tickets, chats and calls, analyses open comments in 30+ languages, then hands ranked actions to the team that owns them.
What is Hello Customer?
Hello Customer is a Voice of Customer platform published by Insider Metrics NV, a Belgian company that runs the product from its Ghent headquarters and from offices in Paris and Valencia with a team of around twenty people. It claims more than a hundred brands across Europe and ten thousand CX professionals working on the platform.
The product is organised around three moves the site calls Listen, Analyse and Act.
Listen pulls every source into one place: an adaptive survey engine covering NPS, CSAT, CES, matrices, custom scales and branching logic; an omnichannel hub; customer interactions such as tickets, chats, emails and calls treated as feedback even when nobody filled in a survey; and public reviews from Google, Trustpilot and the app stores, which can be answered from inside the platform.
Analyse is the work of ISAAC, the text and sentiment engine. It reads open comments in 30+ languages and scores sentiment by topic across five levels of depth instead of averaging everything into one number, because, as the vendor puts it, one comment can praise and complain at once. A single taxonomy is applied to every source, the output is presented as deterministic so categories stay comparable from one quarter to the next, and every summary, alert or answer cites the real verbatims behind it.
Act is where the platform stakes its difference: forward-looking alerts, suggested next fixes ranked by impact, automated close-the-loop, team coaching and a recurring CX Signals report. Revenue impact tracking is advertised but labelled Soon, so it is not yet available.
Two access routes sit beside the web dashboards. An MCP server exposes feedback read-only to Claude, Copilot, ChatGPT, Gemini or any compatible assistant, scoped to the account and permissions of whoever asks. A mobile personal feedback feed installs straight from the browser as a progressive web app, with an offline cache and QR-code plus SSO sign-in. A full REST API secured with OAuth 2.0 client credentials and a long list of native integrations complete the picture.
The positioning is deliberately European: built and hosted in Europe, ISO/IEC 27001:2022 certified, GDPR compliant. The example the home page leads with is spotting that delivery times are dragging CSAT down in one city, routing that to the store manager, the CX lead and the leadership team, then measuring again.
What it does
- Collect feedback from every channel: NPS, CSAT and CES surveys, public reviews, tickets, chats, calls and in-app prompts
- Analyse open verbatims with AI in 30+ languages, topic by topic, across five levels of depth
- Surface the drivers that actually move the score with Key Driver Analysis, ranked by impact
- Ask questions about your own feedback in plain language with Ask ISAAC
- Query the same feedback from your own AI assistant through the read-only MCP server
- Trigger forward-looking alerts and route each action to the team that owns it
- Close the loop automatically: answer, fix the cause, then re-measure the effect
When to use Hello Customer / When not to
A quick filter to help you decide if Hello Customer is the right fit.
When to use Hello Customer
- CX, insights and operations teams in mid-market and enterprise European companies that need one comparable read across every feedback channel
- Retail, banking, insurance, telecom, energy and utilities, services and tourism organisations, the sectors the vendor names among its own customers
- Multi-site or multi-country groups wanting the same taxonomy and the same sentiment layer applied to every location and every language
- Organisations under an EU data residency requirement, since the platform runs on Azure data centres in Amsterdam and Dublin under ISO/IEC 27001:2022
- Companies that want feedback to travel beyond the CX team, through a mobile feed any employee can open and volume-based pricing that never charges per seat
When not to use Hello Customer
- Buyers who need a public price or a self-service purchase: no amount is published anywhere and a demo request is the only entry point
- Teams shopping for a broad, governed global CX programme suite, a breadth the vendor itself concedes to Medallia
- Contact centre operations needing worldwide voice capture at very large scale, which sits outside what the site describes
- Individuals, freelancers and very small businesses: this is a contractual B2B product delivered in a dedicated customer environment
- Organisations that require a native iOS or Android listing, because the mobile experience is delivered as a progressive web app
How to use Hello Customer
A typical end-to-end flow, from setup to results.
- Start with a demo request: there is no self-service sign-up, and the vendor runs the session on your own data
- Agree the scope and go live in weeks rather than months, without a dedicated programme team
- Connect your first source with a native connector in a few clicks, or through Zapier, Make, file upload, FTP or the API
- Let data arrive on a schedule or in real time, with the language of each comment detected automatically
- Let ISAAC apply one taxonomy and one sentiment layer to every source, feeding the same scores and the same alerts
- Read your NPS and CSAT dashboards and open sentiment by topic across the five levels of depth
- Use Key Driver Analysis and Ask ISAAC to see what actually moves the score and to question the feedback in plain language
- Create an API connector under Settings > Integrations, choose its privileges and optionally pin a fixed IP address
- Roll out the mobile feed by QR code and existing SSO so colleagues can swipe comments, like them and forward them
- Ask your customer success manager or support@hellocustomer.com to switch on anonymisation and retention rules
Pros & Cons
Pros
- European data sovereignty: built and hosted in Europe on Azure data centres in Amsterdam and Dublin, ISO/IEC 27001:2022 certified with a publicly downloadable certificate
- A dated public subprocessor list giving, for each one, the purpose, the data processed and the server location
- Native multilingual analysis: thirty survey languages, verbatims analysed in 30+ languages with the translation shown next to the original
- Sentiment scored by topic rather than averaged into a single number, so a comment that praises and complains at once is not flattened
- Output presented as deterministic, with the same categories quarter after quarter, and every summary or alert citing the verbatims it came from
- Volume-based pricing instead of per seat: adding a user costs nothing, which encourages spreading insight to the shop floor and the boardroom
- Broad connectivity and a short rollout: many named native integrations plus Zapier, Make, FTP, file upload and the API, with go-live announced in weeks
Cons
- No public pricing at all: no pricing page and no first-party amount in English, French or Dutch, so any budget figure requires a sales conversation
- No public terms and conditions: a Customer Terms of Service is referred to on the subprocessor page but is never published
- No legal notice page either, the publisher's identity appearing only inside the body of the privacy policy
- No self-service sign-up and no announced free trial or free plan, the demo request being the single way in
- Impact tracking is labelled Soon and therefore cannot be counted as a working feature
- No iOS or Android store listing, mobile relying on a progressive web app, and the API documentation living on a separate help-centre host instead of the main site
- The no-training wording covers public and third-party models only, no DPA is offered to customers on the site, and no training opt-out is documented
Pricing & Plans
No price is published. Hello Customer operates no pricing page, and no first-party amount appears anywhere on the site in English, French or Dutch. The publisher states its billing basis without ever giving a figure: pricing is based on the volume of feedback analysed and never per seat, with unlimited users presented as the commercial consequence, so adding a colleague costs nothing. Neither a free plan nor a free trial is announced, and the site does not address the question. A quote is obtained through the demo request or by contacting sales. One paid option is documented in the help centre without a price: issuing more than one API token per day, which is requested from the customer success manager.
Data, GDPR & hosting
A consolidated view of how Hello Customer handles your data.
GDPR overview
GDPR compliance is claimed in full on the home page, which advertises the platform as GDPR and ISO/IEC 27001 certified. The privacy policy comes in two parts, one for the website and one for the platform, and identifies the controller: Insider Metrics NV, Visserij 171, B-9000 Ghent, enterprise number 0563.644.135, with a Privacy Officer at privacy@hellocustomer.com. Data subject rights are enumerated: access, rectification, erasure, portability, restriction, objection and objection to direct marketing. Exercising them requires sending a copy of an identity document to the Privacy Officer. The statement is governed by Belgian law and the courts of the Ghent district, and the Belgian Gegevensbeschermingsautoriteit is named as supervisory authority. In principle no personal data leaves the EEA; any transfer would rely on Chapter V instruments such as standard clauses, binding corporate rules or adequacy decisions. No Article 27 representative is designated, and an EU-established controller needs none.
Who owns the data?
Insider Metrics NV acts as a data processor for the personal data your organisation runs through the platform, so your company stays the controller and keeps the initiative over its own customer feedback. The publisher takes the data controller role only for a narrow set of its own records: history and logs, cookies and technical information. Each customer works in a strictly isolated environment, and the security FAQ states that data is never combined with another customer's. Creating and deleting each participant or respondent stays under the customer's control. No published terms of service set these roles out beyond the privacy policy.
Reuse rights
Feedback text is processed by the ISAAC engine to assign topics and sentiment, with the AI layer running on Microsoft Azure, and sensitive data is recognised and anonymised before analysis. The publisher states that customer words stay in Europe and are never used to train public AI models, and that feedback never trains anyone else's model. Read the scope closely: both commitments are worded around public or third-party models, and neither says explicitly that Insider Metrics NV refrains from training its own models on customer feedback. No opt-out is documented either, because the site describes a default state rather than a control handed to the customer. Because the publisher is only a processor for platform data, the customer keeps the initiative over its own feedback and can take it back out without asking permission, through the REST API, the read-only MCP server or a bidirectional CRM connector. Direct marketing is possible on consent and can be withdrawn at any time through privacy@hellocustomer.com.
Data retention & training
Hosting summary
Hello Customer runs its systems on Microsoft Azure, inside data centres located in Amsterdam, Netherlands and Dublin, Ireland. Data is encrypted with AES-256 at rest and over SSL/TLS in transit, with TLS 1.2 cited in the privacy policy. Each customer gets an isolated environment reachable on a dedicated domain of the form xxxxx.hellocustomer.app, behind a secure gateway into the virtual private cloud, and IP whitelisting can be applied to that domain. The (s)FTP(s) server also sits in a virtual private cloud, with internal components shielded from the outside. Authentication runs through Auth0 over OAuth 2.0, MFA is available, and an independent third party performs an annual black-box penetration test whose summary is given to customers on request. The published subprocessor list states server locations: Microsoft in the EU (Netherlands and Ireland), Auth0 in Ireland, Snowflake in the Netherlands, Datadog in Germany, LangChain in the Netherlands, and SendGrid in the EU and the US. The publisher also lists its host's certifications, among them SOC 1/ISAE 3402, SOC 2, SOC 3, FISMA, DIACAP, FedRAMP, PCI DSS Level 1, ISO 9001 and ISO 27001.
Things to keep in mind
Risks and trade-offs to weigh before adopting Hello Customer.
- The home page promises that no customer data leaves the EU, while the subprocessor page locates SendGrid in the EU and the US for email addresses and email content: ask which of the two statements binds your contract
- The no-training promise is written about public and third-party models, and nothing on the site explicitly rules out the publisher training its own models on your feedback
- There are no public terms and conditions, and no DPA is offered to customers on the site, so what you commit to only becomes readable after a sales conversation and legal review starts late
- There is no public price either, which makes budgeting, benchmarking and internal approval dependent on a quote you cannot get without a salesperson
- Impact tracking is labelled Soon on the site, so a business case should not be built on it
- Two details to check before relying on them: the subprocessor list carries a 1 March 2025 date and may have aged, and exercising GDPR rights requires sending a copy of an identity document to the Privacy Officer
- Ranked actions and AI topic labels are convenient enough to become a substitute for reading customers' own words; the verbatim citations exist precisely so teams keep checking what the machine summarised, and a habit of skipping that check erodes the judgement the tool is meant to support
Setup & Integrations
Technical difficulty
Low for business users, moderate for the API. Native connectors are set up in a few clicks and integrations are self-service; anything else can arrive through Zapier or Make without code, or by file upload, FTP or the API. The vendor announces go-live in weeks, without a dedicated programme team. The mobile feed needs only a QR code and existing SSO. The API is the technical part: the help centre flags its article as technical and suggests involving a developer, and the single daily token, renewed after 00:00 UTC and cached for 24 hours, has to be planned for.
Deployment
Integrations
Supported languages
Behind Hello Customer
Fundraising
Social
Resources
All the official URLs gathered for verification and reference.
Alternatives
Tools that compete with or complement Hello Customer.
Frequently asked questions
What is a Voice of Customer platform?
What is ISAAC?
How many languages does it handle?
Where is the data hosted?
Is there an API?
Can I connect my own AI assistant?
How much does Hello Customer cost?
Is there a mobile app?
Which certifications does the publisher hold?
How long is data kept?
Should you pick Hello Customer?
Hello Customer is a European Voice of Customer platform whose centre of gravity sits firmly in the second half of the job. Collecting NPS, CSAT and CES surveys, reviews, tickets, chats and calls is table stakes; what the product really argues for is the analysis layer and what happens after it. Sentiment scored by topic across five levels rather than averaged into one number, a single taxonomy applied to every source, categories presented as stable from quarter to quarter, and every summary tied back to the verbatims that produced it: this is a credible answer to the familiar complaint that CX dashboards say a great deal and change very little. The routing side matches it, with forward-looking alerts, actions ranked by impact, automated close-the-loop, and a mobile feed that puts customers' own words in front of people who would never open a CX tool.
The compliance posture is unusually verifiable for a company of this size: ISO/IEC 27001:2022 with a public certificate, a dated subprocessor list naming purpose, data and server location for each entry, Azure hosting documented in Amsterdam and Dublin, and a processor role plainly assumed in the privacy policy.
The friction is commercial rather than technical. There is no public price, no pricing page, no published terms and conditions and no legal notice page, so everything about the contract and the budget passes through a salesperson. A buyer should read the training language closely, since the promise is written about public and third-party models, and should note that the home page claim that no customer data leaves the EU sits next to a subprocessor listed in the EU and the US. For a European multi-site organisation comfortable with a sales-led purchase, it remains a serious candidate.
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