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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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