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:
- To quickly source and hire the right agents
- Provide training on Gynoveda products and services
- Tight turnaround time for training before the agents went live
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.
- To clarify client queries in English & Hindi
- To handle chats, emails and calls in real time
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:
- Proper subject line
- Using customer’s name
- Telling the customer what to expect
- Reassuring that they are capable of solving problem
- Giving proper information
- And basic etiquettes
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
- Highest conversion of customers
- Highest sales
- Highest retention of unhappy consumers
- Connected customers to doctors immediately to retain customers