Scaling Up User Engagement with a Multilingual WhatsApp Assistant

Industry

Healthcare

Platform

Live Since

October 2020

Product Used

Customer Care

Jio Health Hub, a product by Reliance Jio, is a health app offering a variety of health services, from India's leading healthcare providers. The app works with leading physicians and healthcare organizations to engage patients and improve care through cutting-edge technology.

Jio Health Hub allows users to book diagnostic tests, receive online consultation, download reports and health information for easy reference.

Business Goals

In a diverse country like India, language was an avoidable barrier. Jio was looking at providing services and information in a language that would be preferred by the customers across the country.

WhatsApp is the most widely messaging app in India, popular both in urban and rural India. Its easy-to-use interface makes information dissemination easy and preferred.

The Jio Health team was looking for innovative ways to engage with users, improve registrations and provide real-time support on newer channels, and decided to explore WhatsApp as a platform to interact with customers.

Offer information and support in preferred languages
Acquire users via WhatsApp and drive traffic to the Jio Health App
Boost registrations using WhatsApp
Provide support to enable better navigation on the Jio Health App

Solution

With the aim of improving user engagement and making support omnichannel, Jio Health Hub partnered with Haptik to build a Whatsapp Virtual Assistant called ‘JIVA’. Jiva serves as a health companion and caters to Jio Health Hub users in real-time. Using ‘JIVA’ users can:

Schedule doctor appointments
Check and update medical records
Chat with a live agent
Book Covid-19 vaccination appointments
Upload and download COVID Health Certificates
With the immense traction garnered for ‘JIVA’, the brand also launched a Hindi version of the assistant to cater to vernacular users and improve the overall engagement.