How did we successfully run a help desk and social media for a leading diagnostic Polish company?

Alab Laboratoria

2019

It was one of our broadest projects in terms of various types of content and massive users engagement. Not only were we managing the company's digital channels, staying in constant contact with their customers via the help desk tool, but we were also responsible for support of live medical events.

alab , case study , social media , marketing , helpdesk , communication
Goal:
Creating online help desk and social media content, managing customer communication

Client:

Alab Laboratoria

Project goal:

We were responsible for creating and running an online help desk, managing customer communication, and developing social media content for Alab, a leading diagnostic Polish company.  

Overview:

It was one of our broadest projects in terms of various types of content and massive users engagement. Not only were we managing the company's digital channels, staying in constant contact with their customers via the help desk tool, but we were also responsible for support of live medical events. 

Alab case study

Target group:

Polish patients from all around the country

Main challenges:

Client’s needs: 

  • To set up and manage an online help desk, allowing the company to have constant communication with their customers.
  • To boost a Facebook channel, creating both engaging and informative content.
  • To outsource social media content creation, both copy and visuals, and its publication.
  • To hire medical specialists responsible for content development and customer service.
  • To work with a professional team supporting educational and promotional events.

Target’s needs: 

  • To have the possibility of asking questions regarding the system of work of Alab laboratories, test results and obtaining information about the company's medical services, medical doubts, etc.
  • To have easy and instant access to the help desk and quickly receive the answers.
  • To stay up to date with the events (e.g. conferences, webinars) and promotions offered by Alab. 
  • To have a source of verified medical information regarding different medical tests.

Project highlights - the solution:

Help desk

An efficient help desk demands a well-organized, competent team. We have developed this tool from scratch by relying on the company's policy and subsequently proceeded to adequate management.

Running an online help desk requires patience - sometimes you have to answer the same questions multiple times a day or respond to customers’ complaints. It also demands flexibility, availability, and trustworthiness. Our team, having been the voice of Alab via the help desk, was responsible for the client’s image and reputation.

Social Media performance

Every medical company sooner or later realizes the need of developing its social media performance. And nobody does it better than a team of digital native doctors, specializing in medical copywriting. Cooperation with Alab required the creation of various social media content, from highly specific to more promotional. It was a challenge as we had to present complex topics, such as specific lab tests information, using intelligible albeit attractive language.

Social media performance

Digital and printed graphic design

Our graphic team did an amazing job, connecting the company’s visual identity and strict policy with fresh, creative ideas. Once again we have proved that we are able to simplify complex medical concepts using great design, in both digital and printed materials. The scope of work included developing social media graphics, educational materials for patients, promotion of events, and many more.

Live events support

We also succeeded in organizing medical events with Alab, both live and online. Our job during conferences and seminars was to prepare narrative and post-call materials, promote events on social media, supervise the technical staff, and provide recordings (audios and videos) of the lectures.

Alab project

Scope of our work: 

online helpdesk management, customer services, strategy, graphic design, illustrations, medical content for social media, photo, video, live events management

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