End-to-End Customer Support Automation for Healthcare

Client Overview

A healthcare provider sought to enhance its customer experience by addressing slow response times and improving efficiency in managing patient queries and appointments. The goal was to automate support systems, reduce manual interventions, and streamline patient interactions.

Objective

Automate query resolution for faster response times.

Improve ticket management for unresolved issues.

Reduce appointment no-shows with an automated booking and reminder system.

Solution Implemented

We deployed a comprehensive support automation solution using cutting-edge tools to streamline the client’s operations and deliver a superior customer experience.

  • 1. Custom Chatbot Development:

    Utilized Dialogflow to design and develop an intelligent chatbot capable of understanding patient queries and providing accurate responses in real-time.Integrated the chatbot with Make.com for seamless connection to the client’s internal systems (CRM, scheduling tools).

  • 2. Ticket Management Workflow:

    Leveraged Freshdesk as the core CRM for managing support tickets.Configured Make.com to automate ticket creation for unresolved chatbot queries and assign them to appropriate support agents based on query type and priority.

    Created automated follow-ups for pending tickets to ensure timely resolution.

  • 3. Appointment Booking and Reminder Automation:

    Implemented a scheduling system using Calendly integrated via Make.com, allowing patients to book appointments directly from chatbot interactions.Set up automated email and SMS reminders for booked appointments using Twilio.

    Added a feedback system post-appointment to measure patient satisfaction.

  • 4. Data Synchronization:

    All patient interaction data was synced with Airtable for centralized reporting and tracking.Developed dashboards in Google Data Studio to monitor support performance metrics such as response times and ticket resolution rates.

Outcome

Improved Efficiency: Reduced average query response time by 70%, ensuring patients received quicker support.

Higher Patient Satisfaction: Patients appreciated the faster resolution of their concerns, resulting in a 25% increase in satisfaction scores.

Increased Appointment Adherence: Automated reminders reduced no-shows by 40%, improving operational efficiency and revenue.

Streamlined Operations: Manual workload for support agents decreased by 50%, enabling them to focus on more complex issues requiring personal attention.

Client Testimonial

“The automation has revolutionized how we interact with our patients. Our support system is faster, more reliable, and provides an overall better experience for everyone involved.”

Tools and Technologies Used

Dialogflow: For chatbot development and AI-driven query resolution.

Make.com:To integrate workflows across systems like CRM, scheduling, and messaging.

Freshdesk: For ticket management and agent assignments.

Calendly: For seamless appointment booking.

Twilio: For automated SMS and email reminders.

Airtable: For centralized patient data management.

Google Data Studio: For real-time analytics and performance tracking.