Background: Supporting family caregivers has been identified as a high-priority health goal worldwide. Alles Clara (AC) is a novel social service in Austria that connects family caregivers with professional counselors from the fields of care and psychology via an app, thus offering flexible, low-threshold and yet personal counseling. As part of a larger-scale realist evaluation study we investigated how family caregivers experience the counseling in digital space and how counselors in AC carry out the consultation and experience their work. Method: We conducted eight narrative interviews with family caregivers who use the app and two focus group interviews with counselors in AC (á n=5). Data were analyzed thematically and according to prior hypothesis generated in an initial program theory on how the digital counseling in AC is supposed to work. Findings: Findings suggest that aspects of anonymity, flexibility, and low-thresholdness, that characterize a digital tool like AC, have positive effects on family caregivers and counselors. However, we recognized that the key to successful counseling lies in the establishment of a trusting relationship, putting family caregivers at the center. In the counseling room, family caregivers remain anonymous, while they present their personal concerns, worries, and wishes. Counselors emphasize and see the achievements and abilities of family caregivers. As an elementary component and essential prerequisite of a relationship in the sense of professional nursing, the encounter plays a fundamental role. Both parties encounter each other in a way in which they allow themselves and the other to be the person they are. Conclusion: Person-centeredness and technology are often seen as incompatible because ‘human closeness’ would conflict with distanced technology. Our findings suggest that establishing relationships in a person-centred manner is possible also in digital space. However, the aspect of the caring encounter in the digital context needs to be further examined.