Case Study: Eucalyptus improves support operations with Lorikeet Topics

Quickly identifying opportunities to improve operationally with Topics

Eucalyptus, a digital health start-up, faced the challenge of scaling its support operations across multiple brands. With hundreds of distinct support topics and varied resolution paths, they needed a data-driven approach to maintain a high-quality patient experience while meeting regulatory requirements.

Using Lorikeet Topics, Eucalyptus was able to scan historical customer interactions to identify key drivers of support volume and uncover common trends. The solution, particularly the Unmatched Topics feature, helped them spot issues earlier, leading to faster resolutions. For example, Lorikeet enabled them to quickly identify and proactively address a problem customers had with applying a discount code, ensuring they focus on the most impactful issues.

Eucalyptus

Stella Marissa

Operations