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How did a company operating in the healthcare industry improve customer service with CallPage?

Skamex - logo

Skamex

Medical services

2018

User Experience

Problem

Problem

Skamex company offers thousands of specialized medical equipment products. Skamex specialists receive phone calls from customers from all over Poland every day, which is related to the nature of the industry, requiring professional advice. For this reason, telephone customer service and support in choosing the right products is one of the company’s top priorities. The search for a tool that would facilitate and accelerate contact with the consumer visiting the site led to the implementation of the CallPage plug-in. The ability to call back the user in 28 seconds turned out to be an ideal solution.

Solution

Solution

The algorithms of the CallPage widget analyze the user's behavior on the website and display a pop-up window with a callback offer when the client is the most likely to connect with the company. Just 2 days after installing the tool, the system called back the first customer in 28 seconds. On a monthly basis, almost 80% of people who contact Skamex using CallPage receive a call back from a company specialist. In addition, users who arrive at the page can choose a specific department of the company to contact. The advantage of this solution is that recipients do not wait on the line, but are immediately connected to the selected advisor. The company's clients are also willing to use other possibilities offered by CallPage i.e. scheduling a call at any time ("Call me later") and sending a message with a query to the company ("Leave a message"). By installing CallPage on the website Skamex has increased the quality of customer service.

Key takeaways

Key takeaways

2018 - year of implementation of CallPage service on Skamex website 78 calls - that's the number of monthly contacts generated by CallPage on Skamex website 4 employees - handles the calls generated by CallPage

Working in the medical industry requires a fast pace of action. That is why our overriding goal was to enable our clients to contact the appropriate department of the company in the shortest possible time. We made a lot of effort so that a person interested in our offer could immediately connect with a competent specialist. Our efforts were complemented by the CallPage widget. We implemented it on the website without any problems, so that our customers were connected with the specialists from the chosen department after just a few minutes after the implementation.

Paulina Kowalczyk, Marketing Specialist at Skamex

Paulina Kowalczyk, Marketing Specialist at Skamex

About Skamex

Skamex is one of the largest distributors of medical equipment in Poland. Since 1990 the company has been cooperating with leading clinical centers in Poland, supplying them with medical solutions of the highest quality, safe for the staff and patients and comfortable to work with. Skamex is based in Łódź, Poland.

  • Company size: 150 employees,
  • Industry: Medical
  • Country: Poland
  • Challenge: Increasing quality of customer service.

Why did Skamex decide to implement CallPage:

Skamex company offers thousands of specialized medical equipment products. Skamex specialists receive phone calls from customers from all over Poland every day, which is related to the nature of the industry, requiring professional advice. For this reason, telephone customer service and support in choosing the right products is one of the company’s top priorities. The search for a tool that would facilitate and accelerate contact with the consumer visiting the site led to the implementation of the CallPage plug-in. The ability to call back the user in 28 seconds turned out to be an ideal solution.

Results:

The algorithms of the CallPage widget analyze the user’s behavior on the website and display a pop-up window with a callback offer when the client is the most likely to connect with the company. Just 2 days after installing the tool, the system called back the first customer in 28 seconds. On a monthly basis, almost 80% of people who contact Skamex using CallPage receive a call back from a company specialist. In addition, users who arrive at the page can choose a specific department of the company to contact. The advantage of this solution is that recipients do not wait on the line, but are immediately connected to the selected advisor. The company’s clients are also willing to use other possibilities offered by CallPage i.e. scheduling a call at any time („Call me later”) and sending a message with a query to the company („Leave a message”). By installing CallPage on the website Skamex has increased the quality of customer service.

Key takeaways:

  • 2018 – year of implementation of CallPage service on Skamex website
  • 78 calls – that’s the number of monthly contacts generated by CallPage on Skamex website
  • 4 employees – handles the calls generated by CallPage

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