Case Study: MediBuddy achieves over 90% CSAT and 90% reduction in support headcount with Verloop.io chatbot

MediBuddy Increased Its CSAT To Over 90% After Moving To Verloop.Io's Chatbot

MediBuddy, a large healthcare platform serving millions of customers, faced overwhelming support volume — over 10,000+ calls per day and 800+ concurrent queries — with a support team of 250+ agents relying only on phone and email, leaving CSAT under 90%. To tackle complex FAQs across health checkups, claims, and partner coverage, MediBuddy turned to Verloop.io and its chatbot, FAQ and analytics tools.

Verloop.io built and deployed a chatbot in under five days and used its daily reporting to identify bottlenecks and clean up knowledge gaps, enabling complete automation with a skeletal support crew. The result: CSAT climbed to over 90%, headcount fell from 250+ to 25, response times dropped to seconds, and MediBuddy saved the equivalent of roughly 500 weeks of training time while accelerating onboarding and claims processes — all delivered by Verloop.io.

MediBuddy

Aslam Sheikh

Head of Customer Service