Verloop.io Case Studies MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot

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	MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot Verloop.io

MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot

Verloop.io

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Use Cases	Chatbots
Services	Software Design & Engineering Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Use Cases

Chatbots

Services

Software Design & Engineering Services

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.

About 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.

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.

Impact #1	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.
Impact #2	The chatbot's analytic accuracy eliminated the noise that came from human error and intervention, improving the efficiency of the customer service process.
Impact #3	The chatbot ensured that responses were consistent and on-brand, enhancing the customer service experience.

Impact #1

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.

Impact #2

The chatbot's analytic accuracy eliminated the noise that came from human error and intervention, improving the efficiency of the customer service process.

Impact #3

The chatbot ensured that responses were consistent and on-brand, enhancing the customer service experience.

Benefit #1	The customer support staff was reduced from over 250 to just 25.
Benefit #2	The customer satisfaction rate increased to over 90%.
Benefit #3	The time taken to respond to queries was reduced from minutes to seconds.

Benefit #1

The customer support staff was reduced from over 250 to just 25.

Benefit #2

The customer satisfaction rate increased to over 90%.

Benefit #3

The time taken to respond to queries was reduced from minutes to seconds.

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Overview

MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot

Operational Impact

Quantitative Benefit