As a Bulgarian brand of audiology and medical aid centers, Victoria help provides a range of hearing aid services—from free consultations and hearing tests to the distribution and servicing of high-end devices. They had already built a strong reputation as a brand that takes its work to heart, but their growth relied almost entirely on "word of mouth".

Recognizing the need to expand their reach, they approached us to build a digital presence. Together, we established clear goals: gain new customers, add more value to their established client base, and provide helpful information on hearing health and their services.

Challenges on the road: - An Outdated Digital Presence. Their website was non-functional and visually unappealing, failing to reflect the brand’s high standards of professionalism and customer care.

- A Lack of Social Engagement. Their social media was an untapped resource. The challenge was to establish these platforms as active channels for engaging with new customers and building a community around their existing client base.

The Stigma Around Hearing Health. Many potential customers hesitate due to misinformation or social stigma. We needed to develop an educational content strategy that would answer popular questions, relieve anxieties, and position the brand as a trusted resource.

The journey began here. Victoria help's original website was a digital relic that created a disconnect between their real-world brand and their online identity. Lacking modern functionality and up-to-date information, it was the first and most critical piece of the brand's transformation.

We provided full social media content and account management services for Victoria help. We knew their primary customers were elderly, so our media of choice was Facebook—very popular in Bulgaria, especially for individuals aged 45+. However, we also knew that it was often their adult children who prompted them to go for a hearing test. Therefore, we had to build a brand tone that would appeal to both demographic groups.

Initially, we weren't sure what kind of tone would work best, so we experimented for the first three months with A/B tests. We soon discovered the tone that performed best (which was a bit of a surprise): gentle advice, like from a close friend wishing the best for your health, but with an integration of professional audiology terms to create proof of professionalism. This resonated particularly well with the elderly audience.

The display content consisted of banners and carousels. Since Victoria help didn't have a brand book, we experimented with designs in the first few months. We established a visual identity using colors from the logo and settled on two effective styles: highlighted stock images in warm, graded colors that drew the eye to the main message, and "Alegria-style" illustrations with the text content around them.

In terms of management, we ran A/B tests and slightly boosted posts for engagement. We saw what got the most interaction and was a good fit for the brand's reputation, and we stuck with that approach until we increased their following by 150%. After that, we could "let go of the gas pedal" and focus on creating more informative and valuable content.

Victoria help's website was outdated in both its look and its information. The content hadn't been updated in years and served little function beyond displaying basic contact details online. They asked us to create a new site, based on a WordPress theme they liked, with the specific request to add an appointment booking function. Up to that point, all bookings were handled by phone calls, which put a significant strain on their team who were fielding calls around the clock.

We quickly began working, creating a website concept that would showcase Victoria help's exceptional customer treatment and provide all the information a customer needs: who they are, what they do, why their work is important, and details about the hearing devices they provide.

We created the full structure and content for the site, starting with a carefully thought-out landing page—the most important page of them all. It gives general information about Victoria help, showcases their services, builds trust through a Google Reviews segment, and includes information about the increasing hearing problems around the globe. The UI was designed as a sales funnel to help convert users directly from the landing page. For those needing more information, all other pages were built with extensive details on audiology services, ensuring a user could find everything they need on the site and convert easily when ready.

We structured an "About Us" page with in-depth information on Victoria help and a showcase of their awards and certificates. We also built out a contacts page, a detailed services page, and a page informing users about the process of receiving funding from the National Health Insurance Fund (НЗОК) for medical devices like hearing aids.

Furthermore, we created four separate pages dedicated to the hearing aids themselves — covering Brands, Classes, Types, and Consumables—with extensive information on all available models. Victoria help's products are high-quality medical devices crucial to an individual's well-being, which required these detailed info blocks.

We carefully studied the most frequent or uncomfortable questions regarding hearing aids and wrote three blog posts to cover them. We believed this would help people learn in the comfort of their own homes rather than calling or visiting the centers. In later months, a marketing campaign confirmed this approach, as we noticed significant engagement on these pages, which we then incorporated into our ad creatives.

Finally, we integrated the crucial booking functionality into the website so users could easily book an appointment for their specific needs at any time of day.

Once our direction was set and the content was ready, we worked with Webrosso—a local website development studio—that helped us personalize and design all of our pages. A special thanks to them and their team for their great work on the UI!

We saw huge engagement with the information provided in our blog posts, but we knew we could eliminate customer fears and questions in a more accessible and easily consumable format. We decided to create videos showcasing what the consultations and hearing tests actually look like, helping to eliminate the fear that the process might be unpleasant or scary for some individuals. We also created videos covering relevant customer questions, such as the price of different classes of hearing aids and what type of device may be most suitable for various hearing loss cases.

We organized the production of this educational content to be suitable for social media, our most visited digital channel. To ensure authenticity and expertise, we worked on the script and on-camera presentation with a real Victoria help audiologist. We stuck to our established brand tone, creating videos that were highly informative, covered the most-asked questions, and eased customers' fears about the process.

 

After producing the videos, we created several versions for different channels (including local TV, web, social media, and medical conferences) and made sure they were easily accessible across all of them. We believe we managed to turn these videos into a lasting asset that generates value to this day for both the business and the customer.

We gave Victoria Help more than a few web and social pages — we translated their mission, empathy, and expertise into the largest market channel . What started as an outdated website and passive social media turned into:

A brand voice that not only informs but builds trust:

A consistent flow of new clients discovering them online

A community of existing and prospective customers engaging over time

A scalable platform that supports growth instead of just visibility

Digital presence (believe it or not!) is more than dot-coms and clicks — it’s the largest scaling opportunity a business can take advantage of. With the right communication, strategy and advertisement your online presence can amplify your purpose and visibility. The market is shifting, attention is fragmented, and trust is hard to earn. Now more than ever, effective communication and smart advertising are the best long-term investment you can make. Look out for us! ~ VVV Agency.