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Clickatell

Healthcare

Messaging and Chat Use Case for Health and Wellness

WhatsApp

Managing growth without compromising on customer experience
Managing growth without compromising on customer experience
One of South Africa’s oldest and most trusted ISPs, Webafrica, turned to Clickatell to help it scale, improve CX, and better manage customer needs around the clock. Background – A hotly contested market There are close to 42 million internet users in South Africa with 46% of the population regularly using social media. South Africans now have their pick of internet service providers (ISPs) with more than 200 registered with industry body, ISPA. When it comes to delivering customer service to a savvy digital population, outstanding customer service is one of the most important differentiators in an increasingly crowded market. Webafrica is a popular internet service provider in South Africa offering fibre, fixed LTE, and naked ADSL. One of the country’s best known and oldest ISPs, Webafrica has over 200,000 customers and aims to provide South Africans with fast, affordable, reliable, and better internet connections. The company is a household name to many and regularly puts in a strong showing in the top 10 service provider lists. The company describes its target customer as the average South African, from remote farming towns to bustling cities like Cape Town and Johannesburg – all of whom are looking to stay connected with family and friends using popular platforms like WhatsApp and other social media outlets. Challenges - Scaling up without dropping the ball The strict Covid-19 lockdowns saw most South African users relying more heavily on their internet connection to work from home and complete their studies. But many also turned to the internet as their main source of entertainment and a reliable, affordable internet connection became as important as water and electricity. Unsurprisingly, the quality of service of the country’s local ISPs became a key talking point and, while Webafrica saw a big jump in its customer base, the rapid growth came with its own challenges. Scaling up a business without compromising on service delivery is the number one priority for all business leaders, but in a market as competitive as the one Webafrica found itself, dropping the ball on customer satisfaction could have resulted in brand suicide. The company realised that with over 200 000 customers, one-on-one relationships and individual phone support was simply no longer feasible. What’s more, Covid restrictions had made staffing a traditional call centre all but impossible. Webafrica needed a communications solution that allowed for serious multi-tasking. One that would remove the hassle of juggling individual customers, while enhancing the quality of service being provided. Phone calls and email tickets were no longer an appropriate solution to adequately support its rapidly growing customer base. Automation was the only way to boost its CX and stave off the threat of customer attrition. The Solution – Merging the best of both After extensive consultations with the technical teams, it became clear that the best possible solution lay in an integration between the existing in-house chat offering and the Clickatell WhatsApp Business API solution. Key benefits of the solution include: The ability to communicate with customers over multiple channels with a single integration End-to-end encryption guaranteeing message security and privacy Real time transaction capability over South Africa’s favourite messaging platform 99.9% uptime with 24-hour support The teams integrated the Clickatell solution, adding powerful new capabilities while retaining features which were clearly working, including Webafrica’s much-loved chatbot, Willie. The new solution saw immediate benefits, including the ability for Webafrica agents to engage with more customers simultaneously, easing the pressures on the team. The Webafrica team was able to quickly scale to meet customer demand without interrupting operations. What’s more, the ISP was now able to offer their customers the ability to engage with them using platforms they already knew and trusted. The integration made the chat experience seamless, creating a more engaging communication option and Webafrica saw an immediate uplift in customer satisfaction. What the client has to say - Customers win in an optimised environment Mark Frater, Webafrica’s IT Infrastructure Manager, and the person responsible for all things infrastructure related as well as heading up the customer-facing tier-2 support team, is best suited to sum up the result of the implementation: Frater sums up by explaining that the new support platform’s ability to seamlessly function around the clock has gone a long way to making their customers feel heard and valued, no matter what time of the day. What’s more, by merging the best of what they had with the power of the Clickatell solution has meant that their bot, Willie, has become a real drawcard for customers and has boosted the trust in the brand. About Clickatell Clickatell is the global Chat Commerce leader powering businesses to connect, interact, and transact with consumers anytime, anywhere in chat. The low / no-code, feature-rich Chat Commerce Platform sits at the intersection of communications (CPaaS, CCaaS) and commerce (digital payments). Clickatell serves over 10,000 customers, many of which are Fortune 500 companies and leading global brands activating their own digital commerce transformations.

WhatsApp

National HealthCare Group and Clickatell rewrite medical cover in South Africa
National HealthCare Group and Clickatell rewrite medical cover in South Africa
Clickatell helps National HealthCare Group leverage the power and reach of WhatsApp to ensure more South Africans can access decent healthcare during the pandemic and beyond. Background – A widening healthcare gap Around *71% of South Africans rely on the state-funded public healthcare system. The private sector, meanwhile, is funded from individual or company contributions and caters to just *27% of the population. However, there remains a big gap in the quality of care and many lower income individuals are paying for private healthcare out of pocket each month. Fortunately, there are companies who are actively trying to close the gap. The National HealthCare Group is a fully accredited healthcare administrator and managed care organisation in South Africa, focused on providing members in the low-income and emerging segments of the healthcare market with access to affordable services at the best possible cost. It provides members with an extensive network of more than 12 000 healthcare service providers and has developed an intimate understanding of the needs of the low-income market. National HealthCare has consistently grown lives under management to more than 50,000 beneficiaries by providing administration and managed care services. The Challenge – Data costs cut off millions from adequate care Access to healthcare, particularly amongst the uninsured and lower income communities has always been limited. However, when the Covid-19 pandemic struck, accessing medical care became particularly challenging. And, while telemedicine was available, it was largely available to higher-income groups who already had good medical cover. In addition to the lack of available telemedicine services, the cost of data in South Africa is prohibitively high , cutting off what few service options there were for the majority of the population. The National HealthCare Group saw an opportunity to address the country’s needs by making use of WhatsApp. The affordable chat platform was already prolifically used by the majority of South Africans across all demographics and regions, making it the perfect delivery mechanism for the company’s healthcare innovations. The Solution – Fast, reliable care in the hands of those who need it most Just two months after South Africa went into a full Covid-19 lockdown in 2020, National HealthCare Group made news headlines when it offered its members a ground breaking online and interactive access to doctors and nurses via the WhatApp chat platform. National HealthCare Group decided to act, turning to Clickatell to help it design its MediClub ConnectTM service offering which ultimately led to the establishment of BeWell – an employer-funded healthcare solution which makes primary healthcare more affordable and accessible for businesses and their employees. This product is marketed in partnership with Standard Bank. The solution’s success lies in its reliability and simplicity. When a customer engages with the self-service bot on WhatsApp, a series of prompts will enable members to establish contact with a nurse who will assist them in identifying their healthcare concerns. Not only will they then be able to obtain immediate healthcare advice but where necessary a person, telephonic or video consultation will be arranged with a doctor. Following the consultation, doctors can either prescribe medication, which can be collected at one of the Group’s approved network pharmacies, or they can be referred to the nearest network doctor for a physical consultation. The self-service Chat Commerce offering from Clickatell was perfect for the job, giving members an affordable and effective way to connect with a health professional wherever they may be. By harnessing the power of technology that is already very familiar to the target market, Clickatell and National HealthCare Group ensured thousands of people could affordably and conveniently access basic medical assistance. The Result – Building a platform to future success Working with Clickatell, the National HealthCare Group was able to significantly expand its footprint and ensure the fair distribution of healthcare services to all. Not only did the Clickatell partnership revolutionize the existing offering, but it also laid the foundation for new business partnerships which have significantly expanded the reach and customer base of the National HealthCare Group. Building on its success, the company has since gone on to forge partnerships with TymeBank as well as Standard Bank thereby bringing primary healthcare services within direct reach of many more individuals and businesses. Reviewing the impact of these partnerships, Dr. Reinder Nauta, executive chairman of National HealthCare Group, speaks about how working with Clickatell benefitted his company as well as hundreds of thousands of South Africans. About Clickatell Clickatell is the global Chat Commerce leader powering businesses to connect, interact, and transact with consumers anytime, anywhere in chat. The low / no-code, feature-rich Chat Commerce Platform sits at the intersection of communications (CPaaS, CCaaS) and commerce (digital payments). Clickatell serves over 10,000 customers, many of which are Fortune 500 companies and leading global brands activating their own digital commerce transformations. * https://www.wits.ac.za/news/latest-news/opinion/2021/2021-07/healthcare-in-south-africa-how-inequity-is-contributing-to-inefficiency.html
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