casestudy

CASE STUDY

Feminine Wellness

Empowering Women's Health Journey

About Gynoveda

In India menstrual problems have largely been ignored. Gynoveda is the world’s first #FemTech that combines Technology & Ayurveda to solve period problems.

They are also the first in the world to create online period test with result in just 3 minutes. Gynoveda provides authentic, affordable and accessible solutions for women to take care of their menstrual health.

Client’s Objective

Gynoveda being a Fem-Tech company, which means they operate majorly through digital platform and faced multiple challenges in terms of providing excellent customer service satisfaction.

With the growing business and market, Gynoveda found it a challenge to handle the exponential increase in the volume of:

Business Challenge for sunSTRATEGIC
SunSTRATEGIC believed that every challenge is an opportunity to compete and get better at services. For Gynoveda, the major business challenges were:
Chat Response Time + Resolution & Analysis

15000

Total chats attended

(Message Blocks sent by Agent, Many users breakdown their query into several messages)

3:00 Mins
Average Response Time

10000

Chats Resolved

(This shows the total number of time the agent has made the query as resolved.)

15:00 Mins
Average Resolution Time
Client’s Requirement

Based on the objectives, the client was looking for a customer support team that settles their customer queries in the shortest span of time with utmost professionalism and empathy.

Email Response Time + Resolution & Analysis

Based on the objectives, the client was looking for a customer support team that settles their customer queries in the shortest span of time with utmost professionalism and empathy.

Average Response Time: 15 Mins

Average response time = Total time taken to respond during the selected time period divided by the number of responses in the selected time period. Response time is calculated for every agent response rather than for every ticket

Average Resolution Time: 1 hours

Average resolution time = Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period

Analysis: Our agents reply to the customers while following the Golden Rules of Customer Service Emails. These include:
Our Strength

01

Effective Communication Skills

02

Knowledge Retention & Recall

03

Ability to Handle Pressure

04

Speed and Efficiency

05

Creative Problem Solving

06

Emotional Stability

07

Empathy

08

Organizational Ability
Outcome