How Zceppa Helped Eternal’s Newest Hospital Get More Inbound Enquiries Via Messaging
JCI/NABH-accredited, 250-bed state-of-the-art hospital in Jaipur, now also in Sanganer, Rajasthan. Specializing in Cardiology, Neurology, Orthopedics, Nephrology, Pediatrics, Gynecology, and more.
Outcomes
260+
Inbound customer enquiries via Google and FB Messenger in 2 months
70%
Were patient enquiries for services, appointments, or insurance
10X
Improvement in response times
25%
Converted to OP Consultation or inpatient admission
25 Lakhs+
Incremental monthly revenue realized
Background
In today’s digital age, smartphones have transformed how patients navigate their healthcare journey. “Near Me” searches drive online discovery, making it a vital source for high-intent inbound leads and patients for hospitals. Consumers rely on search and social channels to find and engage with healthcare providers.
- 88% of smartphone users search for healthcare services online
- 2/3rd of searches are location-specific or “near me” in nature
- 1 in 3 use social media to find providers
Once found, patients expect to be able to message hospitals directly from search and social channels.
89%
Of hyperlocal searches start on Google
2 in 3 patients
Prefer messaging healthcare providers
80%
Expect timely & quick response to their queries
Challenges
Lack of an Omni-Channel communication mechanism. There was no unified solution to receive and respond to customer inquiries in a timely manner from search and social channels – Facebook Messenger and Google Business Messaging.
Although the hospital knew these channels were convenient to customers, they had not implemented any solution to take advantage of this modern consumer behavior. This adversely impacted both patient experience and conversions, resulting in lost revenue.
Our Solution
Zceppa Interact enabled seamless omnichannel communication, helping improve patient experience and boost conversions.
Enabled 2-way communication across Facebook Messenger 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.
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