MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot
公司规模
1,000+
地区
- Asia
国家
- India
产品
- Verloop.io's Chatbot
技术栈
- Chatbot Technology
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 医疗保健和医院
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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