Customer Story
Redcliffe Labs achieves 22% higher customer satisfaction with WhatsApp calling
After Exotel
Before Exotel
Client Testimonial
At Redcliffe Labs, our commitment to providing accessible and high-quality diagnostics drives everything we do. Integrating Exotel's WhatsApp Calling solution was a strategic move that allowed us to enhance our patient support system. The seamless transition to an IP-based system has empowered our patients to connect with us more easily, leading to a 22% boost in customer satisfaction. This partnership with Exotel has enabled us to deliver on our purpose of giving India its Right to Quality Diagnostics, and we look forward to continuing this journey of innovation and excellence.
Preeti Agarwal
Chief Marketing & Customer Officer
Redcliffe Labs
About Redcliffe Labs
Redcliffe Labs is India's fastest-growing omnichannel diagnostic network, providing comprehensive healthcare services across 220+ cities through a robust network of 80+ advanced labs and 2000+ collection centers. With a mission to make diagnostics accessible and affordable, Redcliffe Labs is transforming the healthcare landscape for millions of people.
The Challenges: Barriers to Seamless Patient Support
As Redcliffe Labs expanded across India, they needed a more reliable communication solution to improve patient interactions:
Challenges
Time-Sensitive Communication
Traditional PSTN networks were unreliable, causing delays and poor patient experiences when addressing urgent healthcare concerns.
Complex Support Access
Patients had to manually copy support numbers to their dialer, leading to connectivity issues and delayed assistance.
The Solution
Unified WhatsApp Platform
Integrated chat and voice support into WhatsApp, creating seamless patient communication with full context continuity—no separate apps needed.
Instant In-Chat Support
WhatsApp voice calls within chat eliminated dialer switching, enabling patients to escalate concerns instantly without friction.
Enhanced Patient Experience Metrics
22% Improvement in Customer Satisfaction (CSAT) Score
The ease of connecting with support via WhatsApp has greatly improved patient satisfaction.
25% Increase in Net Promoter Score (NPS)
Patients have responded positively to the enhanced connectivity and service, leading to a notable increase in NPS.
Improvement in Customer Connectivity and Patient Experience
By transitioning to WhatsApp's IP-based solution, Redcliffe Labs is able to provide more dependable, high-quality support.
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