Case Study: Dr. Lal PathLabs achieves 24/7 scalable customer support and 97% positive feedback with Haptik

How Haptik Helped Dr Lal PathLabs' Scale Their Customer Support Strategy

Dr. Lal PathLabs, one of India’s leading diagnostic chains with 190+ labs and 1,700+ patient service centers, faced high customer anxiety around pathology reports and needed 24/7 instant responses and a seamless booking experience. To address this, they partnered with Haptik and deployed the CONCIERGE BOT on their website to automate basic queries, report status checks, bookings and center-locating while routing complex issues to human experts.

Haptik’s chatbot handled 4 lakh+ conversations (0.4 million+ users) and achieved 97% positive feedback, with 25% of users using the bot to get report status, 10% requesting home collection and 7% requesting health packages—results measured between May and October 2018. By offloading routine queries to Haptik’s CONCIERGE BOT, Dr. Lal PathLabs scaled support availability to 24/7, reduced agent load and improved customer satisfaction.

Dr. Lal PathLabs

Sandeep Singh

Head Digital