Case Study: a leading primary and specialty healthcare provider achieves multilingual survey response rates over 40% with Smoke Customer Intelligence's Eyerys

Gathering feedback in a customer's own language improves the experience and increases response rates

a leading primary and specialty healthcare provider in New York and Long Island faced a challenge with its contact center's patient feedback. Their English-only email surveys resulted in low response rates, making it difficult to gather meaningful data to measure agent performance and improve patient satisfaction. Seeking a solution that integrated with their Genesys Cloud platform, they partnered with vendor Smoke Customer Intelligence.

Smoke Customer Intelligence implemented its Eyerys platform to deliver post-call Interactive Voice Response surveys in four languages: English, Mandarin, Cantonese, and Spanish. This multilingual approach boosted survey response rates to 54% and provided real-time feedback and automated escalations. The solution led to significant improvements, including CSAT and Ease scores above 85% and an NPS score greater than 65, enabling targeted agent training and superior patient experience.