previous icon Back to blog
Oct 28, 2022
4 minutes read

Get the Perfect Practice: The Role of WhatsApp in Healthcare

Statistics tell us in no uncertain terms that the vertical growth of mobile messaging apps is set to continue and is estimated to reach over 3.5 billion users by 2025. That’s a lot of people, and it should be enough to make any business sit up and take notice.

In April 2022, WhatsApp had approximately 2.44 billion unique active users worldwide, up 6.4 percent compared to the corresponding month in 2021. WhatsApp is expected to reach over 2.26 billion unique users in June 2022. The popular instant messaging platform, which hit two billion monthly active users in February 2022, was the leading communication channel for global smartphone users in 2021

We’re interested in exploring the role of WhatsApp in healthcare today. Can this technical solution really add any value to the prickly world of healthcare? What opportunities will become available when implementing the WhatsApp Business Platform in your practice?

Why Choose WhatsApp in Healthcare?

Perhaps the question should be, why choose WhatsApp at all? As we noted at the outset, this simple, free messaging app enjoys massive consumer support and is both easy to adopt and use. 

 For the sake of clarity, however, let’s highlight some of the advantages of WhatsApp in business.

●     Simple integration into your current tech stack

●     Allows you to reach customers/patients wherever they are

●     It offers a user-friendly platform that a majority of consumers are already familiar with

●     Encourages fast two-way communication

●     It offers multimedia support, links, lists, and so much more

●     Allows for secure, time-sensitive notifications

●     Offers a personalised user experience

Communication within healthcare is necessarily a delicate balance between efficiency and empathy. You’re dealing with people at their most vulnerable, which needs to be considered when implementing technical solutions that can sometimes feel cold and impersonal.

This fact alone points to the logical inclusion of Chatbots by making use of the Mobile Service Cloud available through CM.com. As people become more comfortable with chatbots, these have proven surprisingly effective in relieving the stresses of common questions. Chatbots are working 24/7 and precisely delegate and handle frequently asked questions about your healthcare facility.

"Where can I park?", "How do I order my medication?", "What time if your practice open?"

A chatbot may just be what the doctor ordered to relieve your customer care employees of these common questions.

Putting WhatsApp to Work

Let’s see exactly how WhatsApp flexes its technological muscles in healthcare.

Patient Scheduling

Almost every call to a healthcare provider is urgent. That is simply the nature of the business. What this means, though, is that the unfortunate souls who schedule appointments must manage the stress of dealing with anxious, often frightened patients, which can be difficult and exhausting. 

WhatsApp automates quick and easy appointment scheduling for patients, lifting this burden off receptionists who can better assist the patients within their doors. Patients choose their own times and dates and enter their personal information with zero input from your team.

Additionally, this clever system allows them to reschedule appointments where necessary - again without tying up the phone lines.

Appointment Reminders

How much revenue does your practice lose each month from missed appointments? It’s a double whammy as you can’t charge the patient that had the appointment, but you didn’t schedule anyone else in that time slot.

Automating WhatsApp appointment reminders is a foolproof way to reduce the number of no-shows and offers a quick and easy way for patients to cancel if needed.

FAQ's and Feedback

A FAQ Chatbot is a smart way to tackle common questions, even in the medical field. Chatbots can assist by directing patients to the right professional, offering basic advice following a series of questions, or even checking back in a couple of days to ask for feedback.

However, a chatbot can only answer the more common questions. Set your chatbot up to recognize the nature and urgency of the query, and if needed, hand it off to a live agent as soon as possible.

Notifications and Updates

WhatsApp can also effortlessly automate essential reminders such as updated scripts, appointment reminders, or notifications when lab results or other new information is available for patients.

Personalised, High-Quality Healthcare with CM.com

We’re certain that providing an enhanced user experience to your valued patients is right at the top of your priorities for the future. We’ve seen how WhatsApp effortlessly provides:

●     A comfortable and familiar space to interact with your patients

●     A personalised experience across multiple platforms

●     Automated messaging and Chatbot implementation to cover peak periods effectively

Therefore, if you can connect WhatsApp to your systems of choice to offer a faster, more personalised service to your patients, relieve the administrative burden from your team, and streamline every element of your practice - wouldn’t you dive right in?

 

Find out more on how to exceed patient expectations and offer the very best service.

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest articles

WhatsApp vs Facebook Messenger
Feb 12, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which messaging channel is best for what?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement, but what are the differences? Lets look at what the advantages are of each channel and which situations call for which channel. Let's dive in.

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 05, 2024 • WhatsApp

Drive engagement and convert your conversations with WhatsApp Carousel

Are you talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

Ads That Click to WhatsApp
Feb 05, 2024 • Marketing

Ads that click to WhatsApp: What are they and what are the benefits?

Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favourite social media channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave.

WhatsApp vs SMS: A Comparison For Businesses
Jan 19, 2024 • SMS

WhatsApp vs SMS: A comparison for businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We can all acknowledge this, but what exactly are the differences between them? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS and the benefits of both.

customer service research about channels and phone
Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

whatsapp-business-girl-on-phone
Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

The Software Debate: CPaaS vs Saas
Oct 31, 2023 • Messaging

Boost Black Friday Sales with WhatsApp, Instagram and Facebook Business Messaging

Black Friday remains a highly anticipated shopping event, having witnessed a 3.5% global increase in online sales, reaching an impressive $65.3 billion in 2022. In light of this, businesses, both large and small, are in fierce competition for maximum visibility. Nevertheless, this task is anything but simple. Retailers find themselves grappling with the need to stand out, contend with steep advertising costs, and meet the ever-rising expectations of consumers.

messaging-fraud-and-prevention-for-businesses
Oct 18, 2023 • Instant Messaging

A2P Messaging Fraud and Prevention for Businesses

Safeguarding company data against security threats should be on the top of the priorities list for every modern company. Especially since A2P, or application-to-person messaging fraud is on the rise. Read all about the different types of A2P fraud and what steps you can take to avoid being the next victim.

chatbots-in-action
Oct 02, 2023 • WhatsApp

Chatbots in action, part 1: WhatsApp Chatbots

Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.

Is this region a better fit for you?
Go
close icon