Case Study: MDabroad achieves 18% higher agent efficiency with LivePerson and WhatsApp Business

MDabroad boosts agent efficiency 18% with LivePerson

MDabroad, an industry-leading insurance partner, faced challenges with high call and email volumes and low agent efficiency in their 24/7 multilingual contact center. They needed an international messaging solution to reduce operational costs while maintaining enterprise-grade security. They partnered with vendor LivePerson to implement WhatsApp Business.

LivePerson's integration of WhatsApp Business allowed MDabroad's patients and providers to exchange rich information, share documents, and schedule visits seamlessly. This solution led to an 18% increase in cases handled per agent and provided an innovative advantage in attracting new clients. LivePerson enabled MDabroad to shift caseload management to messaging, significantly improving agent efficiency and service quality.

MDabroad