Case Study: Unilabs achieves 91.5% CSAT with Verloop.io

How Unilabs Reached a 91.5% CSAT Score Through Conversation Automation

Unilabs, a leading international provider of diagnostic services, faced growing challenges in managing patient interactions on WhatsApp as demand surged after the pandemic. Their manual process lacked traceability, accountability, and structure, making it difficult to handle scheduling, support, follow-ups, and timely communication at scale. Verloop.io helped Unilabs address these issues with automated customer support on WhatsApp.

With Verloop.io’s conversation automation, Unilabs enabled patients to book home visits, check prices, find locations and opening hours, and connect with live agents when needed. The results were strong: the company achieved a 91.5% CSAT score, more than 69% bot deflection, a 30.35% increase in unique users, and an 11.63% rise in recurring users, while also improving response times, KPI tracking, and overall team efficiency.

Unilabs

Shahd Hamdan

Customer Care Manager