How Unilabs Reached a 91.5% CSAT Score Through Conversation Automation

Since the onset of the pandemic, the demand for diagnostic centres has surged significantly. The global market for diagnostic centres, valued at USD 277.96 billion in 2024, is projected to reach USD 380.65 billion by 2029. However, this growing market brings challenges such as managing patient flow, scheduling, booking appointments, and timely report delivery. Unilabs faced these challenges head-on and found an effective solution with the help of Verloop.io.

About Unilabs

Unilabs is a leading international provider of diagnostic services, offering a complete range of laboratory, pathology, genetics, and imaging services to patients across four continents.

With over 13,000 people in 15 countries, Unilabs invests heavily in technology, equipment, and people—using digital technologies in its state-of-the-art laboratories and imaging institutes—to improve the lives of close to 100 million people every year.

Unstructured WhatsApp Communications

Unilabs had challenges in managing their patient interactions through their WhatsApp channel. The system had limited traceability, accountability, and structure. With the surge in demand for diagnostic services during and post-pandemic, this manual approach led to several issues:

1. Managing Customer Queries: Without an automated system, managing patient inquiries, scheduling, and follow-ups became increasingly cumbersome.

2. Limitation of Traceability:There was no way to track patient interactions or monitor the status of their requests, leading to potential delays and missed communications.

3. Limited Accountability:The absence of a structured WhatsApp conversation system meant there was no clear accountability for handling patient queries and issues.

4. Increased Workload:Manual handling of all communications placed a burden on staff, diverting their focus from other critical tasks and affecting overall efficiency.

5. Scalability Issues:As the demand for diagnostic services grew, the manual WhatsApp support system struggled to scale, leading to bottlenecks and longer response times.

These challenges highlighted the need for a more structured, automated solution to handle patient interactions efficiently and improve service quality. This is where Verloop.io’s automated customer support solution came into play, improving Unilabs’ patient interaction process.

Structured Communication on WhatsApp

“Our WhatsApp channel was managed completely manually with no traceability, accountability, or structure. Verloop.io added automation to our chats which improved the productivity of the team and helped in team optimisation.” – Shahd Hamdan, Customer Care Manager, Unilabs Middle East

In March 2022, Unilabs partnered with Verloop.io to launch an automated support solution on WhatsApp. This integration improved how Unilabs interacted with its customers, offering a seamless and efficient experience. With this new system, Unilabs’ customers can now effortlessly:

• Book Home Visits: Patients can schedule home visits directly through WhatsApp, ensuring convenience and ease of access.
• Check Prices: Users can quickly inquire about the costs of various diagnostic services, allowing for better financial planning.
• Check Locations and Opening Hours: The solution provides instant information on the nearest Unilabs facilities and their operating hours, helping patients plan their visits more effectively.
• Talk to an Agent: If further assistance is needed, customers can easily connect with a live agent for personalised support.

Additionally, healthcare providers and clients can use the solution to resolve their queries efficiently. This comprehensive support system has enhanced the experience, making it simpler and more convenient for everyone involved in accessing essential information and services.

Empowered Efficiency

“Implementing a new solution is never easy, it requires a lot of hard work and effort, but with the support and guidance of our Customer Success Manager, our experience was smooth and we were able to see a great improvement in our platform.” – Shahd Hamdan, Customer Care Manager, Unilabs Middle East

Implementing Verloop.io’s automated solution improved Unilabs’ customer support operations, yielding impressive results across various metrics.

Enhanced Productivity and Team Optimisation

The addition of automation to Unilabs chats streamlined workflows and improved overall team efficiency. This allowed employees to focus on more complex tasks while routine queries were handled by the automated system.

Reduced Workload and Faster Responses

Automation reduced the workload on Unilabs employees, enabling faster response times. This improved both the average first response time and the average handling time since the introduction of Verloop.io.

Improved KPI Tracking

The automated system provided better traceability and accountability, ensuring proper tracking of key performance indicators (KPIs). This has been instrumental in monitoring and improving service quality.

Decreased Agent Workload

The percentage of requests received and handled by agents dropped, indicating that the automated solution effectively managed a substantial portion of customer inquiries. More than 69% of queries are now being easily resolved by the solution without the need for human intervention.

Increased Customer Loyalty

The convenience of quick and effective communication has improved customer loyalty, as clients appreciate the fast and reliable service.

High Customer Satisfaction (CSAT)

The CSAT scores have been impressive, averaging 91.5%. This indicates a high level of satisfaction among Unilabs’ customers with the automated support solution.

Growth in User Engagement

Unique users increased by 30.35%, and there was a consistent rise in recurring users by 11.63%. This demonstrates the positive impact of the solution on customer engagement and retention.

Overall, the integration of Verloop.io’s automated support system has not only improved operational efficiency but also enhanced customer satisfaction and loyalty, positioning Unilabs as a leader in providing top-notch diagnostic services.