Scaling clinical support and answering patient queries in time using WhatsApp Web
Globally, the SARS-CoV-2 pandemic has caused a dramatic crisis in healthcare systems, affecting older people especially. Clinical labs faced a tough time addressing the unprecedented demand for clinical care and answering patient concerns, doubts and queries.
The manual overload on support operations
The support team was under constant stress as the pandemic began due to the flood of patient requests related to COVID. It was answering questions 24/7, and a lot of them were repetitive in nature.
Leo Leon | Founder - Kayros
Setting patient expectations without compromising on experience
While the team was dedicated to helping the patients and going out of the way during a health crisis, it was getting harder to clearly establish out-of-office hours or segment the queries which required emergency support due to no particular structure.
The majority of the patients were elderly
A conversational platform that automates, manages, and supports proactive healthcare interactions
While the Kayros team had basic knowledge about chatbot development from their past tinkering experiences, they knew they weren’t chatbot experts. Rising to the challenge required agility, quick development, and a dependable platform.
Enabling self-serve for our patients
Speed of reply is extremely important in healthcare, and Landbot helped us improve this by enabling self-serve and automating FAQs for our patients. It fit perfectly with our requirements:
No-code drag & drop builder
Well-rounded app integrations and collaboration
Building a proactive conversational interface required integrating more than a handful of tools.
- Real-time understanding of user intent, context, and phrases related to queries and clinical support using Dialogflow.
- Airtable & Google Sheets to read, write and update user data.
- Zapier to integrate with all of the above mentioned
This was easily done using Landbot’s library of native integrations.
The simplicity of No-code bundled with the complexity of code
The team utilized the no-code builder to create rule-based flows, which were re-used using the bricks functionality. Having the ability to test different experiences for developers and real patients made chatbot development easier.
Founder - Kayros
Marketing Manager | Conversational Design
Kayros automated patient conversations leading to over 50% of completed conversations
Since, in the first wave of the pandemic, the ability to handle customer support requests was limited, launching a chatbot using Landbot on WhatsApp and Facebook helped Kayros proactively address user and partner concerns.
Reduced the First Response Time for patients
Healthcare support during COVID was strained. Providing correct info and being responsive became the highest priority; that is where the WhatsApp automation helped bring down the FRT for patients who qualified for urgent support.
Increased the number of completed conversations to over 50%
The team allocated most of its resources to customer service and support. With every passing day, a new turn of events and developments around COVID restrictions led to an unprecedented surge in support requests which kept mounting and created a backlog.
By using technology to their advantage, the team used the chatbot to self-serve support requests and reduce the service backlog.
Decentralizing a clinical support solution for other healthcare chambers and labs
Leo Leon | Founder - Kayros