Revolutionizing customer service with Insparya and WhatsApp
- MyLINKConnect
About Insparya
Insparya, one of the leading hair transplant clinics in Europe with a presence in Spain, Italy, and Portugal, has experienced extraordinary growth in recent years. This success is largely attributed to the advanced technology they operate with and their constant commitment to innovation in all their processes.
Objective
Prior to Covid-19, 95% of consultations at Insparya were conducted in-person. When the pandemic hit, there arose the need to adapt digital strategies to serve clients virtually. They experimented with various technologies like Google Meet, Zoom, and Teams, but none met their needs.
Solution
After several trials, they discovered that the most effective approach was through the WhatsApp Business API. The platform's simplicity, accessibility, and high client preference were decisive factors.
With the launch of online consultations via WhatsApp, interest in scheduling appointments saw a significant increase, rising from 5% to 30%. This growth motivated Insparya to explore ways to automate the consultation process to serve more individuals without increasing medical staff.
WhatsApp + Chatbot
With assistance from Link Mobility, they integrated a chatbot using the WhatsApp Business API to automate online appointments.
Firstly, they digitized their initial client assessment process. They established a customer service channel through WhatsApp, where clients register and, after a series of initial automated questions, are prompted to send images of their head for an initial assessment. This approach addressed the initial saturation issue and also created an opportunity to generate leads from these registrations.
Lead generation and retargeting via a unified channel
Additionally to generating leads through WhatsApp, to re-engage potential clients who did not proceed with the initial assessment process for various reasons, they integrated their customer management system with WhatsApp to broadcast reminders to continue the process.
This not only enhanced diagnostic efficiency and appointment management but also utilized WhatsApp for timely reminders and satisfaction surveys.
Results
The implemented solution not only improved diagnostic efficiency and appointment management but also established WhatsApp as a powerful channel for sending timely reminders and satisfaction surveys.
Moreover, providing service via WhatsApp helped Insparya overcome geographical barriers; with a single clinic in Madrid, they can now reach patients worldwide. This has significantly expanded the company's reach and improved conversion rates for online consultations.
"Beyond tangible results, the collaboration between Link Mobility and Insparya lies in a shared mindset: for success, Link Mobility views Insparya as an extension of their business, and vice versa. This relationship of trust forms the foundation of our ongoing growth."
Aurelio Duarte
Chief Information Officer de Insparya.