Case Study: GlobeMed achieves faster support and higher CSAT with Verloop.io

GlobeMed’s Path to Improved Customer Satisfaction with Verloop.io

GlobeMed Group, a major healthcare benefits administrator in Egypt operating across the MENA region, faced growing support demands as its customer and partner base expanded. The company needed better automation and bot workflows to handle increasing inquiry volumes more quickly and improve customer satisfaction. Verloop.io helped GlobeMed Group address this challenge with a multilingual WhatsApp support solution.

Verloop.io implemented conversational AI on WhatsApp in English and Arabic, integrated with Freshdesk for ticket tracking, and enabled users to handle provider searches, approvals, complaints, reimbursements, and more. The solution handled 515,030 queries in two quarters, with 253,762 resolved without manual support, improved first response time by 84%, maintained a 70% CSAT score, and drove 67% recurrent user engagement.

GlobeMed Group