MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot
Company Size
1,000+
Region
- Asia
Country
- India
Product
- Verloop.io's Chatbot
Tech Stack
- Chatbot Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
MediBuddy is a healthcare service provider that offers a wide range of services including health checkups, medicines, consultations, lab tests, dental care, hospitalization, and genome studies. The company has a large customer base of 175 million and receives over 10,000 calls per day. The company was relying on a team of over 250 service representatives to handle customer queries. However, the team was struggling to manage the volume of queries, especially the technical ones related to policy terms, coverage, partner hospitals, etc.
The Challenge
MediBuddy, a healthcare service provider, was struggling to manage the influx of customer queries across various service verticals such as health checkups, medicines, consultations, lab tests, dental care, hospitalization, and genome studies. The company was relying on traditional communication channels like email and phone calls, and a team of over 250 service representatives. However, the team was unable to handle the volume of queries, especially the 800+ concurrent questions in real-time. The challenge was to automate the customer service process without compromising on customer satisfaction.
The Solution
MediBuddy decided to implement Verloop.io's chatbot to automate their customer service process. The initial aim was to automate a small portion of FAQs, but after a sales call with Verloop.io’s VP – Business Development, the company decided to aim for complete automation with a skeletal support crew. Verloop.io's daily reporting tools helped MediBuddy identify bottlenecks and frequently asked queries, thereby improving documentation. The chatbot's analytic accuracy eliminated the noise that came from human error and intervention. The implementation of the chatbot reduced the customer support staff from over 250 to just 25, allowing them to respond to queries in seconds instead of minutes.
Operational Impact
Quantitative Benefit
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