How Haptik Revamped Dr Lal PathLabs' Customer Support Strategy

97% POSITIVE FEEDBACK | 4 LAKH+ MESSAGES

Dr Lal PathLabs is one of India’s Top Diagnostic Chains with a national network consisting of a National Reference Laboratory in New Delhi along with 190+ other clinical laboratories, 1700+ patient service centers and 5,000+ pickup points as of March 31, 2017 with a test menu of 4500 tests and panels.

The Problem

Given that there is immense anxiety surrounding a pathology report, people often want immediate answers and most traditional customer support systems are not equipped to handle these conversations.

Dr Lal wanted a way to make their services available 24/7, provide instant responses and make their booking procedure as seamless and accessible as possible.

INDUSTRY

Healthcare

PLATFORM

Website

LIVE SINCE

April 2018

CUSTOMERS REACHED

0.4 Million+

Our Solution

Haptik deployed a chatbot on the Dr Lal PathLabs website and is available 24/7 to any visitor to instantly check the status of their pending reports, and enables faster query resolution by guiding the user through every step.

Finding nearby centers, booking a test or browsing for test information and prices is also easily handled by the bot and human agents do not need to spend their time answering these basic questions. Any other general query is easily routed to an expert by collecting the user's data through a simple contact form.

The bot proactively prompts every visitor on the site after 90 seconds and has handled over 4 Lakh conversations since it was live and continues to get more traction daily. Out of all users who have used the bot, 97% have given a positive feedback about their experience.

PRODUCT USED

SUPPORT BOT

Scale support with world's first AI-enabled Bot + Human hybrid platform.

Learn more

Results

4 Lakh+

TRAFFIC

Conversations handled by the bot

20%

VOLUME

Of all inbound requests

97%

FEEDBACK

Positive ratings

We are very happy with the Haptik chatbot solution deployed on our website. It is already doing 20% of the call volume we get on our customer support center. The team has been great in getting us what we needed, and we plan to scale it up aggressively in the coming months.

- Sandeep Singh, Head - Digital, Dr Lal PathLabs

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