How Zceppa Enabled 2-Way Communication Using WhatsApp Marketing & Google Business Messages

How Zceppa Enabled 2-Way Communication Using WhatsApp Marketing & Google Business Messages

Super Specialty Hospital in Ranchi With 8 Super Specialities and 16 Specialities

How Zceppa Enabled 2-Way Communication Using WhatsApp Marketing & Google Business Messages

Key Metrics

310+

Inbound monthly customer enquiries via WhatsApp and Google

14X

Increase in Google profile ranking for keyword searches

1500+

New Google reviews using Zceppa

Background

In today’s digital age, smartphones have transformed how patients navigate their healthcare journey. Online reputation and engagement play a crucial role in healthcare decisions.

Credibility and authority on social media is an important signal to prospective leads in the healthcare industry. Seamless online-to-offline experiences, including near real-time communication, responsiveness & ease of scheduling, help improve conversions.

81% of Patients

Consider online reviews when selecting a healthcare provider

41% of Patients

Say social content influences their choice of doctors

65% of Patients

Say healthcare providers should respond publicly to patient reviews


Challenges

Lack of an Omni-Channel communication mechanism. There was no unified solution to receive and respond to customer inquiries in a timely manner via multiple messaging channels such as WhatsApp and Google Business Messaging.

Although the business knew these were the channels convenient to customers, they had not implemented any solution to take advantage of this modern customer behavior. This adversely impacted both patient experience and conversions resulting in lost revenue.


Our Solutions

Zceppa Interact enabled seamless omnichannel communication, helping improve patient experience and boosting conversions.

Enabled 2-way communication across WhatsApp and Google’s Business Messages via a unified inbox. Real-time alerts, notifications, and ticketing features ensured quick response time and speedy resolution of inbound queries.


Customer’s Testimonial

“Having completed a pilot of Zceppa Interact for our super speciality hospital in Ranchi, the product is already helping us engage with our customers in a more prompt and effective manner. We have also expanded Zceppa to Iris, our eye hospital, and iDerma, our cosmetic dermatology centre as well.”

– Anant Jain, Director, Orchid Medical Centre

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