Improving access to healthcare services starts with opening up channels of access. A health services provider was looking to expand the customer support options to make it easier for the end user access to preventative health care services.DOWNLOAD WHITEPAPER
Expanded access to vital services
Preventative health tips and advice
Timely responses to health related issues
Improving access to healthcare services starts with opening up channels of access. A health services provider was looking to expand the customer support options to make it easier for end user access preventative health care services.
Building a customer support service on WhatsApp in a cost effective manner, which could also integrate with their pre-existing ticket management systems and processes.
A WhatsApp based customer service system complete with a web interface for agents to respond to user queries. This system made it much easier and convenient for user to contact support at a time of their choosing and on a platform that they were familiar with.
A healthcare service provider that provides preventative options from health check ups to advice on
nutrition and a lot more. The provider had formed relationships with MNCs and large companies to
provide healthcare services to their employees.
Previously, the company provided customer service via email and calls. But in order to make it easier for users they were looking to provide support on WhatsApp.
Aiyo built a call centre system that redirects incoming WhatsApp queries to agents. Agents are able to view all the tickets on a user friendly web interface, and respond from the same interface without so much as even opening the WhatsApp application.
The provider already had a ticketing system to manage and track customer queries. So we were able
to integrate with the existing CRM platform, so that the provider’s agents could continue to work
without interruption or re-training, while providing an added option for end users.
Our system would raise tickets on the existing CRM through API linkage so, from the agent’s perspective, there was no change whatsoever in how they encountered new tickets. Through our system, we are also able to redirect tickets to agents based on keyword to match queries with the relevant agent.