Case Study: BCM Increased American Hospital’s Engagement by Implementing a Fully Functional WhatsApp Chatbot Solution

Written by Sharoon Emmanuel

Digital revolution is radically transforming business practices by enabling companies to adopt technology at scale to improve processes, operations and engagement. Among a vast range of messaging apps, WhatsApp stands out as one of the most widely used. With over 450 million daily active users, it serves as a viable communication tool for individuals and enterprises alike. WhatsApp’s business module when integrated into the workplace can enhance employee productivity and customer satisfaction. Due to its immense versatility, it is now being used for business-related concerns because of its capability of managing complex communications with speed and ease.

Also Read: - 8 Best Chatbot Examples to Help Businesses Augment Customer Experience

About American Hospital Dubai: -

AHD is a premier private healthcare provider in the Middle East operating since 1996 with the goal of providing world-class medical facilities to the community. With over 40 medical and surgical specialties assuring comprehensive care, all practitioners at American Hospital are globally certified to ensure the highest standards of care.

Challenge: -

American Hospital wanted to keep its users engaged without having them wait in ques to make inquiries and appointments. For BCM, the challenge was to offer an omni-channel experience to customers via an AI-enabled chatbot solution that be could be accessed any time anywhere with minimum utilization of resources. To decrease the time to respond to a customer, AHD wanted a chatbot solution that could drastically lessen queue abandonment rates and improve sales, all while keeping the user in the same ecosystem.

Proposed Solution: -

Bester Capital Media proposed the integration of WhatsApp chatbot solution in American Hospital’s current system to enable sequentially autonomous responses. Offering to develop AHD’s verified business account and integrate WhatsApp’s official API with their CRM, BCM proposed a frictionless communication experience for their users.

The Drill: -

With whatsApp’s business API, our digital agency delivered AHD’s customers with personalized and localized services. Bester Capital Media developed an in-house AI-powered chatbot solution to have seamless, secure interaction with customers. The newly developed communication tool was made compatible to be integrated with external enterprise apps such as ERP and CRM to open avenues for managing customer relations and operations along with achieving other important business KPIs.

Results: -

Bester’s WhatsApp integrated chatbot solution helped American Hospital to engage with customers more efficiently and led to a 0% abandon rate and an overwhelming 70X increase in monthly chat sessions.

On the successful implementation of American Hospital’s chatbot solution, Kashif Javed, Account Director at Bester Capital Media commented: -

“WhatsApp’s business solution has helped us transform the healthcare industry for good. By Integrating the WhatsApp Business API with our AI-powered chatbot solution, we are enabling businesses to improve acquisition, conversion and retention.”

Also Read: - The History Timeline of AI Chatbots: Before, Now & Beyond

Highlights of the Implemented Solution

Why Choose BCM as Your WhatsApp Chatbot Solution Provider?

Putting into practice our vast experience across industries, we at our digital agency tailor solutions that fit your business needs. As an expert WhatsApp business solution provider, we enable enterprises to connect to automate up to 70% of communications saving you millions in terms of operational costs.

Got questions?

Talk to Sales Now!

Originally Published March 2, 2020 07:00 AM, Updated March 18, 2020.