Jiva Ayurveda x Chatbot

Increasing Jiva’s customer response four times with a chatbot

Jiva Ayurveda was established in 1992 with the mission of ‘Taking Ayurveda to every Home’ by award-winning, world renowned Ayurvedacharya. Dr Partap Chauhan. With 25+ years of legacy in providing personalized Ayurvedic treatment, care and medicine, Jiva has consulted 1.5+ Million patients worldwide. 500+ doctors & support professionals consult 8000+ patients every day. Jiva Ayurveda operates a network of over 80 clinics and 3 Medical and Research Centres (MRCs) in Faridabad, Indore & Pune.

Challenge

Jiva Ayurveda was already using traditional communication channels like SMS, Email & Voice to capture customer insights but was also keen to incorporate newer technologies with their existing feedback mechanism in order to save operational cost while collecting more data points than before. So the main challenges were:

  • Reduce operational cost
  • Improve customer response rate without creating any major disruption in the existing feedback system

Objective

Capture deeper insights for better understanding of customer issues for data driven decision making

Jiva Ayurveda serves around 1.5 million people every year and the numbers are expected to grow more with each passing year. Determined to further improve customer satisfaction, JIVA wanted to capture deeper consumer insights for over 300 products they are selling.

Solution

Maximise user engagement by sending across chatbots to Jiva customer.

The consumer insights bot has been sent across with SMS and Email using a short URL. Bot's interactive interface encourages customers to engage with each data point & Identify detractors, passives, and promoters using NPS response type. The bot also allows to measure customer efforts through CES response type. Rating type and text response are also available in the bot.

Result

"Customer response rate has crossed the double digit mark for the first time after the introduction of Surbo" - Jiva Ayurveda

4x Increase in Customer Responses