Case Study: DrChrono improves customer sentiment and support with LoopVOC

DrChrono - Customer Case Study

DrChrono, a healthcare software company with 150+ employees, needed a better way to understand customer sentiment and identify the real drivers of churn. Customer Success and Support teams were manually collecting and tagging feedback from NPS, support satisfaction surveys, reviews, and other channels, but it was difficult to uncover actionable insights hidden across all that qualitative data.

To solve this, DrChrono implemented LoopVOC’s VOC software, Loop, to aggregate customer feedback in one place and turn it into clear, actionable insights. With LoopVOC, the team identified a downward shift in sentiment tied to changing customer needs during COVID-19, built a case for chat support, and launched it in May. The result was improving customer sentiment and rising CSAT scores, while giving the team a single source of truth to respond faster and more strategically to customer issues.

DrChrono

Matt Kihn

Engagement Specialist