In episode 17 of the Conversational Messaging Podcast, Ashish Bajaj, Head of Marketing at Medibuddy, joins Gupshup’s VP – Marketing, Srinivas Vijayaraghavan, to discuss how his team at Medibuddy is managing and automating the entire customer lifecycle from online to offline through their chatbot communications. He also walks us through the comprehensive chatbot flows his team manages at Medibuddy.
So, human touch is a very important factor in a one-to-one interaction in online and offline worlds. But if there is no human touch, there is no empathy. When you come on a digital platform, the first step is to know your customers and the kind of information they require, their previous medical history, or any reports if they want to upload. This feeds into a lot of information back to our databases, and allow us to have a much more stitched, experience for the consumer.
He highlights the importance of social listening through automated tools and how it helps them understand what their customers are saying and thinking about them and the areas they need to improve. Ashish and his team at Medibuddy consistently also use this tool to create their content and improve their processes.