Customer service
Every question, on every channel, answered in seconds — and handed to a person the moment it should be.
Median first reply
42son messaging
Waiting for a person
3right now
Conversations
1,513
this month · busiest hour 13:00
Closed without a person
85%
1,281 of 1,513 conversations
Reached a person
232
clinical, complaints and money never get answered automatically
Answered after hours
235
16% of everything, while the clinics were shut
First reply
42s
median on WhatsApp and Instagram · the industry median is 47 hours
Picked up by a person in
16m
median, once a thread stops
Desk time spent
38.5h
on the 232 that needed it
In the queue now
3
threads open in front of a person, whatever the period
Waiting for a person
today · oldest first- Adham KamelPost-treatment concernWhatsApp · New Cairo · waiting 7h 4m ago
Stopped by Front Desk, 0.37 against a 0.72 floor. To Clinical — duty practitioner.
- Passant El KholyRefund requestWhatsApp · 6th of October · waiting 1h 24m ago
Stopped by Escalation Router, 0.39 against a 0.60 floor. To Accounts — Sara.
- Ziad AdlyInstalments & insuranceWhatsApp · 6th of October · waiting 1h 19m ago
Stopped by FAQ Resolver, 0.48 against a 0.70 floor. To Accounts — Sara.
Where it comes from
Channels
this month · one thread per person| Channel | Conversations | First reply | To a person |
|---|---|---|---|
WhatsApp72% the client's own number | 1,086 | 42s | 90 |
Missed call12% called back by message | 189 | 113s | 29 |
Instagram DM9% @noorclinics | 132 | 45s | 7 |
Walk-in7% logged by reception | 106 | — | 106 |
What people ask about
this month · every intent the concierge classifies| Enquiry | Conversations | To a person | |
|---|---|---|---|
New booking · dermatology16% Front Desk | 247 | 12% | |
Price list14% FAQ Resolver | 212 | 11% | |
Confirmation reply11% No-Show Guard | 169 | 9% | |
Reschedule10% Booking Desk | 148 | 10% | |
Directions & parking8% FAQ Resolver | 122 | 11% | |
Review request8% Review Harvester | 116 | 11% | |
After-hours enquiry8% Night Desk | 115 | 11% | |
Cancellation7% Booking Desk | 108 | 15% | |
Package follow-up6% VIP Recall | 89 | 12% | |
Practitioner availability5% Front Desk | 78 | 13% | |
Instalments & insurance2% FAQ Resolver | 37 | 86% | by rule |
Corporate enquiry2% Lead Qualifier | 31 | 6% | |
Post-treatment concern2% Front Desk | 23 | 87% | by rule |
Refund request1% Escalation Router | 11 | 91% | by rule |
Waiting time complaint0% Escalation Router | 7 | 100% | by rule |
The desk
Desk performance
this month · only the threads a person took| Person | Taken | Share of the queue | Median pickup | Median handle | Time spent | Reopened |
|---|---|---|---|---|---|---|
| Dina FaroukNew Cairo · 10:00 – 18:00 | 71 | 31% | 17m | 11m | 12.1h | 2 |
| Tarek Zaki6th of October · 13:00 – 21:00 | 51 | 22% | 18m | 12m | 9.6h | 1 |
| Amr KamelSheikh Zayed · 13:00 – 21:00 | 46 | 20% | 18m | 8m | 5.8h | 0 |
| Rana SolimanMohandessin · 10:00 – 18:00 | 33 | 14% | 15m | 8m | 4.4h | 1 |
| Sara NaguibSheikh Zayed · 10:00 – 18:00 | 31 | 13% | 14m | 14m | 6.7h | 0 |
When people message
this month · an average day000102030405060708091011121314151617181920212223
open shut — answered anywayeach column is one hour of an average day