About Dr. Daneshbod Pathobiology Laboratory
Dr. Daneshbod Pathobiology Laboratory is one of the oldest and best-equipped laboratory centers in Fars Province. Founded in 1985 (1364), it now provides specialized and subspecialized laboratory services with a team of more than 200 professionals. Every day, the lab handles a considerable volume of visitors and questions related to its services — from pre-test requirements and necessary documents to working hours and test details.
For an organization with this volume of visitors, fast and accessible responses to users matter a great deal. Before using Raychat, a significant part of this communication took place over the phone or in person — something that occasionally led to longer wait times and callers being kept on hold.
Today, Raychat has become one of Daneshbod's communication channels — a channel that, according to Parvin Pourshahid, the company's digital media manager, has managed to shorten the gap between a user's question and the agent's answer, while giving the team a clearer picture of user behavior.
The Main Challenge: A High Volume of Repetitive Questions and Pressure on Traditional Channels
A large share of the questions Daneshbod's visitors ask are simple but highly repetitive — questions like the lab's working hours, required documents, pre-test conditions, or how to receive services.
Before setting up online chat, users mostly reached out for this information by phone or in person. Beyond increasing call volume, this could also lengthen the wait time for other visitors.
Before Raychat, Daneshbod had also used channels such as Telegram to communicate with users, but these solutions hadn't fully met the company's need for a coherent, practical tool to manage conversations.
The solution Daneshbod needed had to do more than create a direct communication channel — it also had to make it possible to manage conversations, enable collaboration among agents, and provide access to information and reports related to those conversations.
Why Raychat?
Daneshbod's familiarity with Raychat largely came from seeing it on well-known websites. Raychat's presence across various sites meant the product wasn't unfamiliar to the company's team.
On top of that, Raychat's track record in online chat was one of the key factors in Daneshbod's decision. At the time of selecting a solution, comparable options weren't very widespread, and many existing products didn't cover the company's required features to an acceptable degree.
Interestingly, this assessment hasn't changed even as more options have since emerged in the market. When renewing its contract, Daneshbod re-evaluated the available options and still considers Raychat the right choice for its needs.
From a Communication Channel to Part of the Support Process
Daneshbod has been using Raychat's Premium package since 2022 (1401), and currently two agents are responsible for responding to users.
According to Parvin Pourshahid, ease of use is one of Raychat's key strengths. Agents can use the tool without much complexity, and passing on knowledge and training new staff to use it happens quickly and easily.
Alongside its simplicity, a few Raychat features have seen the most use in Daneshbod's day-to-day response process:
Transferring conversations to colleagues
The ability to hand off a conversation to the relevant agent or colleague has made managing conversations simpler.
Segmented reports and exports
Data on conversations and team performance makes it possible to review the response process in more detail.
Admin monitoring and follow-up on conversations
The company's manager can review completed conversations and follow up on them to improve the response process.
Sending files and images
This feature has been highly useful in interacting with visitors and has made exchanging necessary information easier.
Connecting to other communication channels
The ability to respond via WhatsApp has widened the company's communication channels.
A Shorter Gap Between Question and Answer
One of the most important changes using Raychat has brought to Daneshbod is reducing the time gap between a user's question and getting an answer.
Instead of having to make a phone call, wait on hold, or visit in person just to get an answer to a simple question, a user can now reach the company directly through the website.
Beyond making the user experience simpler, this change has also helped Daneshbod's team shift part of its communication volume to an online, manageable channel.
Better Understanding of Users: Beyond Just Answering
For Daneshbod, Raychat isn't just a tool for answering questions. Another feature that has created value for the team is the ability to see user behavior before a conversation even starts.
Being able to see which path a user took to reach the site and which page they were on when they started the conversation gives the team a clearer picture of the user's need and the context behind their question.
As a result, a conversation isn't just a question and an answer — the team also gets more information about the user's journey and the context in which the interaction began.
Next Step: Using AI in Support
Despite continuously using Raychat, Daneshbod hasn't yet made extensive use of its AI capabilities.
During this conversation, it was agreed that, with the help of Raychat's support team, the process of getting familiar with and setting up the AI features for Daneshbod would move forward. The necessary documentation and guides for using AI will also be provided to the company's team.
The goal is for Daneshbod to be able to use AI's capacity — alongside human responses — to answer simple, repetitive questions, freeing up the support team to spend more time on more specialized conversations.
Feedback That Can Make the Product Better
One of the most valuable parts of talking with customers is the feedback that can directly lead to product improvements.
In this conversation, Daneshbod also raised suggestions for developing Raychat. One was the ability to view customer satisfaction scores broken down by individual conversation, alongside agent-related metrics. In response, the Daneshbod team was shown that conversation satisfaction data can also be tracked through the conversation archive export.
Another suggestion concerned the ability to delete or edit a file sent during a conversation. This feature is currently in development and, alongside letting agents manage messages, is intended to give admins and businesses visibility into deleted messages as well.
The Daneshbod team was also walked through the existing solutions and options for notifying users via SMS.
Support: Part of the Product Experience
Alongside the product's features, the Daneshbod team considers Raychat's support one of the strongest parts of its experience.
This support is now set to continue into the next phase, where the Raychat and Daneshbod teams will work together to activate and make more effective use of AI capabilities in support.
The Raychat support team's patience and consistent follow-through in solving issues and answering questions has been an important part of our experience with the product.
What Raychat Has Delivered for Daneshbod
A shorter gap between question and answer
Users can raise their questions directly through online chat, without needing to call or visit in person.
Simpler conversation management
Transferring conversations, reporting, and the ability to follow up on conversations have helped the team manage the response process better.
Better understanding of user behavior
Seeing how users arrive at the site and which pages they viewed before starting a conversation has provided more context for understanding their needs.
Communication across more channels
The ability to send files and images, and to connect to WhatsApp, has broadened users' access to the support team.
A simple user experience for agents
The simplicity of the workspace has made training and knowledge transfer for agents quick and uncomplicated.