Doxy.me, the world’s leading telemedicine platform, significantly improved its customer support process by leveraging Retell AI as a first-line AI-powered call center. With Retell AI, Doxy.me successfully managed increasing call volumes from free users, reduced response times for premium customers, and optimized operational costs.  

The Numbers

Faced with mounting support demands, Doxy.me turned to Retell AI to streamline operations and enhance customer experience. Key achievements include:

• 50% reduction in average wait times for premium users
• 60% call issues for free users resolved by AI
• 1 week deployment time  

"Retell AI became our first point of contact for free users, significantly relieving our customer service workload."  
- Aneesh Kulkani, Product Developer & Product Manager at Doxy.me  

The Company

Doxy.me provides an accessible telehealth platform for medical professionals and patients worldwide. With a mission to offer free and paid users seamless virtual healthcare experiences, Doxy.me faced the challenge of balancing high call volumes and cost-effective customer support solutions.  

The Challenges

Managing Increased Support Demands

As Doxy.me navigated changes to their platform and post-pandemic shifts in telehealth demand, their customer support team struggled to handle the surge in inquiries, particularly from free users. Aneesh Kulkani, Product Manager and Developer at Doxy.me, recognized an urgent need to optimize resources without compromising service quality. The challenge was clear: either expand the support team or find an AI-driven solution.  

Key challenges included:

• Long wait times: Premium users were experiencing wait times of 4-5 minutes, while free users waited up to 30-40 minutes for support.
• Declining conversions: Extended wait times were leading to a noticeable drop in the conversion rate of free users upgrading to paid plans.
• Operational inefficiencies: The increased call volume strained human resources, necessitating an innovative solution to balance costs and service levels.
• Overwhelmed Support System:  Doxy.me experienced a significant increase in calls from free users, peaking at over 90+ daily.

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The Solutions

Streamlined Support with AI Call Management

Retell AI provided an efficient and scalable solution to Doxy.me's customer support challenges by handling routine inquiries, freeing up human agents to focus on complex premium user needs. By implementing Retell AI, Doxy.me achieved significant improvements in response times and customer satisfaction:

Rapid deployment: Kulkani’s team was able to implement Retell AI within two days, after a week of internally testing prompts with the customer service team.

Wait time reductions: Premium users' wait times were reduced from 4-5 minutes to 2 minutes and 20 seconds, ensuring quicker resolution of critical issues.

Enhanced free user experience: Free users, who previously waited 30-40 minutes, now experience near-instant responses, leading to improved engagement and satisfaction.

Improved service prioritization: The AI solution enables Doxy.me to prioritize paid users effectively, ensuring they receive timely support while maintaining efficiency for free users. Automate responses to FAQ, such as password resets and troubleshooting camera issues.

"Retell allowed us to de-prioritize free calls and significantly improve the turnaround for paid customers."
- Aneesh Kulkani, Product Developer & Product Manager at Doxy.me  

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Additional Benefits

With Retell AI, Doxy.me achieved cost savings by eliminating the need to hire additional support staff while maintaining high-quality service. The automated system efficiently directed patients to appropriate channels, improving overall customer satisfaction. Looking ahead, Doxy.me plans to expand Retell AI's capabilities by integrating it with their help articles and internal databases via webhooks, ensuring an even more robust support experience.