Case Study
Apollo Hospitals conquers CX challenges during COVID-19 with Locobuzz
India’s leading healthcare provider, Apollo Hospitals, witnessed a massive spike in customer queries and concerns during the COVID-19 pandemic. High volume of inquiries regarding COVID-19 facilities and services, lengthy response times due to manual query sorting, and difficulty personalising responses at scale were some of the challenges the healthcare leader faced.
The Locobuzz Solution - Streamlining CX
Social Listening
Tracked brand mentions across all digital platforms
Automated Categorization
Classified inquiries for faster response generation
Sentiment Analysis
Understood customer sentiment for personalised responses
Competition Benchmarking
Gained insights into competitor performance
The Results: Measurable Improvement
Tickets were replied to within 30 minutes
0 %
Tickets closed within 2 hours
0 %
Tickets Reduction - Actionable Rule Refinement
0 %
6 min, 34 sec
Average first-level response time reduced to
18 min, 14 sec
Average closure turnaround time reduced to
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