When Medical Appraisals faced the problem of inefficient customer service, little did they know that BeyondChats AI would be the solution they needed all along.
The Brand: Medical Appraisals
Medical Appraisals is a consultation firm that specialises in guiding doctors through the appraisal and revalidation process. The firm ensures they meet the necessary standards to continue practising. Founded in 2016 on the principles of quality and reliability, it has become a trusted partner for healthcare professionals across the UK.
Talking about its founder- Professor Rehan Kazi is a highly experienced, trained medical appraiser and responsible officer who made Medical Appraisals what it is today. He has completed over 2000 appraisals for various NHS Trusts, locum agencies, private clinics, overseas doctors and has been actively involved with healthcare licensing, regulation and clinical governance for doctors.Rehan has helped towards the set up & quality assurance of the appraisal and revalidation systems for several outsource organisations. He is also an active member of the London RO network group meetings, the locum RO network group and the GMC reference group for responsible officers.
For a dedicated company like Medical Appraisals, the need for an efficient and responsive customer service system was very important. However, their previous solution, Moneypenny, fell short of meeting these demands. The increasing number of basic repetitive queries was overwhelming the team. In particular the main man, Mr. Rehan, who was directly handling calls—important or not. This led to frustration and inefficiency, leading the search for just not a solution, but a friend. A friend that not only answers to the queries but builds relationships.
And, that’s when BeyondChats made an entry!
Challenges before BeyondChats: Moneypenny’s limitations
Initially, Medical Appraisals relied on Moneypenny for managing customer calls. While Moneypenny was effective at directing calls, it was a human-managed system that only handled basic FAQs. Unfortunately, this meant that all calls, regardless of their importance, were directed to Mr. Rehan. This includes the insincere “potential leads” that caused nothing but wastage of time. The whole system lacked the intelligence to filter out the serious leads from the unserious ones and manage queries efficiently. This resulted in an overload of irrelevant inquiries that took valuable time away from more important tasks.
Moreover, the lack of an AI-driven solution meant that Moneypenny could not provide personalised responses leading to zero emotional connect. The limitations of this setup became visible as the company struggled to manage the growing number of customer queries effectively.
Discovering BeyondChats
Faced with these challenges, thanks to the recommendation by a trusted friend, Medical Appraisals turned to AI driven BeyondChats. Not very sure in the beginning, the team soon realised the potential of BeyondChats to revolutionise their customer service operations. And guess what? It did!
Unlike traditional chatbots that merely function as FAQ machines, BeyondChats provided a comprehensive AI solution designed to engage and educate leads. The aim was to build an emotional relationship with a customer so that he feels valued and most importantly, heard.
The decision to choose BeyondChats wasn’t just about getting rid of unnecessary calls, it was about smoothing the entire customer journey. This was precisely what Medical Appraisal needed to reduce the burden on Mr. Rehan and enhance the overall customer experience.
The Impact and Results!
As expected, upon implementing BeyondChats, the difference was immediately noticeable. To begin with, they opted for the business plan. It tells us more about their business goals.
BeyondChats’ AI-powered chatbot was not only available 24/7, but they also went beyond basic question-answering. As mentioned before, BeyondChats, unlike those chatbots out there, is more than just a FAQ model that is designed for just answering 10-15 routine queries. We are more than that and that justifies our name- BeyondChats. Our chatbots were integrated with Medical Appraisal’s website and could also access data from various sources, including PDFs and web files. This allowed the chatbots to provide personalised and accurate responses to potential clients, significantly reducing the number of unnecessary phone calls.
AI customer service bots by BeyondChats were efficient enough to converse with the potential clients in an organic way and resolve the basic trivial queries. This means, only the clients that were serious and really wanted to go ahead with the plans were forwarded to the main head at Medical Appraisals. The time saved by filtering out routine queries allowed Mr. Rehan to focus on more important and strategic tasks, leading to a significant increase in the number of appointments booked. Conversion rates improved as well, thanks to the chatbot’s ability to educate and qualify leads before they reached the point of contact.
Real-Time Data: What do the numbers say?
In business, numbers speak. Talking about real time metrics of one month:
- The percentage of people who clicked the chatbot bubble increased by 49%, whereas the number of users who actually sent a message via chatbot increased from 59 to 81. That too in just a month.
- The number of queries resolved by BeyondChats increased from 249 in June to 338 in July. Plus, the number of leads generated also went up by 25%.
If this is the case in just one month, imagine the results with consistent use of BeyondChats. Sounds exciting, right?
What makes BeyondChats different?
As we already discussed how BeyondChats created a valuable impact on the growth story of Medical Appraisals, now you must be thinking- What different impact did BeyondChats create that other AI chatbot solutions couldn’t?
- Intelligent Conversation Handling:
BeyondChats’ AI chatbots are not limited to simple question-and-answer exchanges. Like other FAQ models are. They engage customers in deeper conversations and ask follow-up-questions to clarify needs. And then based on that, they aim to provide relevant information that guides the potential clients through the whole customer journey.
Also, as we use AI to train our chatbot- your whole website data can be stored in a matter of time. So that the bot is well versed itself and can provide all the info to the users. This approach ensures that by the time a lead reaches a human representative, they are well-informed and serious about moving forward. - Customization and Personalization: BeyondChats goes beyond generic and robotic solutions by offering deep customization. As we said, we don’t just converse. We go “beyond” the “chats” and build meaningful relationships. Our bot, just like a friend, advises the users and gives an emotional touch to the interaction.
Talking about dealing with our business partner Medical Appraisals, we went ahead and provided some additional benefits that were not initially listed in our plans. This involves features like recommending relevant YouTube videos and the ability of ChatBot to read data through PDF’s and other files. Our main aim is customer satisfaction, even if it requires some extra efforts from our side- we won’t back off! - Seamless Integration: BeyondChats integrates effortlessly with existing systems, including Medical Appraisal’s website and data sources. This allows the chatbots to pull from a wide range of information, ensuring accurate and personalised responses to client inquiries.
- 24/7 Availability: The chatbots are available over time, ensuring that clients can access information and support whenever they need it. This constant availability has been a significant factor in improving customer satisfaction and ensuring that no potential lead is missed.
Personal Experience
To verify all the sayings about efficiency of BeyondChats AI chatbots, I personally went on Medical Appraisals’s site and checked the functioning of its chatbot. And guys, trust me- the rumours are true!
I asked the AI Chatbot regarding direct admission to the General Medical Council (GMC) and it told me about the REV12 form that is required. To know more about the whole process, I asked about it and a step by step guide. Then, it gave me a holistic process on direct admission to GMC- with the necessary software and form as well.
Instead of not being able to answer the extra question, it gave me a comprehensive structure on how to complete the whole process. Really impressive!
Have a look:
The switch from Moneypenny to BeyondChats was more than just a change in service providers. It was a revolutionary move that changed how Medical Appraisal interacted with its customers.
BeyondChats has proven to be more than just a tool—it is a valuable partner in Medical Appraisal’s ongoing journey in healthcare in the UK. This success story is a powerful example of how AI can transform not just customer service, but an entire business, driving growth and enhancing client relationships in the process.
