Elevated CSAT score by 32% with GigIndia: Success story of leading Pharmacy app

Our partner needed a long-term solution to manage the spike with optimum resources to ensure high customer satisfaction and higher retention.

Context:

With modern technology, health tech enterprises are transforming the way Indian consumers traditionally avail medical services. It is expected that 47% of companies are expected to expand their use of connected health technologies over the next few years.

Our customer is a leading pharmacy and diagnostics app renowned for its huge portfolio of online medical facilities. It has also established itself as one of the leading enterprises when it comes to customer experience.

However, due to the rising demand for medicines and medical facilities during the pandemic of Covid-19, the customer was facing challenges in meeting customer requests with limited resources for immediate execution. The brand quickly realised that they need a long-term solution to manage the spike with optimum resources to ensure high customer satisfaction and higher retention.

Strategy:

The customer looked forward to providing a seamless experience to all the end-consumers who were in dire need of getting their queries answered. GigIndia collaborated with them for outbound calling along with professional customer support executives to provide the required support to their consumers.

GigIndia worked closely with them to understand their challenges, identify gaps in current processes and estimated the scale of operations required to assist the brand as per their expectations.

Solution:

GigIndia appointed 50+ Giggers (for customer support) from different parts of India to ensure multilingual fluency. Furthermore, each of our Giggers was intensively trained about the customer’s products and services to ensure smooth communication between the consumer and the executive.

Along with the guarantee of proven scripts, the manager from the partner enterprise was given full access to GigIndia’s live dashboard for growth tracking. Impressed with our full remote working model and tech-based efficacy, the customer elevated the program by 3X to achieve better customer satisfaction.

Execution:

• Recorded customer interactions
• In-depth voice analytics to gauge customer’s sentiments
• Categorising customer’s requests into high, medium and low priority buckets
• Personalised follow-ups, and empathetic voice score

Results:

1. Within 3 quarters, the no. of per month customer tickets being managed grew by 4X

2. The CSAT score (for quality) raised from 45% to 70%

3. Average number of calls made by each Gigger per day increased by 3X

With GigIndia’s AI+Human cloud of managed resources, the pharmacy app made customer-centricity a reality for themselves with rapid results.

To know more about us, visit www.gigindia.in or write to us at sales@gigindia.in