Text Global: Increased customer lifetime value and stickiness with modular API solutions and omnichannel capabilities
30-40%
revenue growth
78.98%
CAGR
Challenge
Scaling platform capabilities to decrease go-to-market time and reduce customer churn
Text Global is one of UK’s leading bulk SMS marketing platforms with a mission to help small business enterprises (SMEs) connect with their customers by building campaigns via an easy-to-use self-serve interface.
As the communication landscape evolves, Text Global realized that their clients’ customers wanted to have conversational experiences with the brands they interacted with. One-way SMS messages weren’t enough.
The main objective was growth and expanding our client base in different industries. Our application was built as a bulk SMS marketing platform and a lot of clients were coming with use cases that we couldn’t support.
Andrew Cook
Managing Director, Text Global
This led to clients looking for omnichannel marketing platforms who could help them launch digital campaigns quickly – resulting in churn.
Text Global needed to scale their platform to include a broader range of channels such as Email, Voice, and RCS Business Messaging, along with the ability to:
- automate marketing messages across all channels
- build chatbots for two-way interactions
- integrate live agent support
However, to do the above they needed a modular API solution that:
- is easy to integrate
- quickens the time-to-market for their client’s campaigns
- improves operational efficiency
What they needed was partnering with a single communications platform that enhanced their omnichannel capabilities, diversified their channel portfolio, helped them reliably deliver campaigns and increase their revenue margins.
We needed a resell model or partnership with Infobip where we could retain and win that business, which would result in growth.
Andrew Cook
Managing Director, Text Global
Solution
Modular API-driven, omnichannel communications solution to enhance platform capabilities and enable new use cases
The partnership between Text Global and Infobip has evolved over the years. The easy integration of our solutions and channels empowered Text Global to enhance their offerings and position themselves for revenue growth.
Through our partnership, Text Global are now able to offer a three-pronged solution to their clients.
- SMS API for SMEs to run bulk marketing campaigns
- Resell model for businesses that want to add omnichannel marketing automation to their customer communications with Voice, RCS and Email in addition to SMS
- Partnership model for companies looking to scale their communications with more conversational experiences by leveraging chatbot, marketing automation and contact center solutions
SMS API for bulk marketing campaigns
For a lot of SMEs, running bulk marketing campaigns over SMS is a first step. Our direct connections with mobile network operators, enabled Text Global to integrate the channel and run these campaigns reliably.
In addition, our SMS API enabled them to deliver advanced features, such as alphanumeric sender IDs, two-way conversational SMS messages, and the ability to send traffic quickly over an API.
Omnichannel marketing automation with Voice, RCS, Email and SMS
As clients started asking for more use cases, Cook said: “We found ourselves in a position where even our clients who were using us for API driven traffic and bulk ad hoc marketing wanted more automation and flows.”
This led to Text Global integrating our customer engagement solution (Moments) and customer data platform (People CDP) to create marketing automation packages that would include creating customer journeys, automating flows, and integrating third-party platforms such as Zendesk. All into one solution.
Now, they can also offer additional channels such as Voice, RCS, and Email – for their clients to create synchronous omnichannel marketing campaigns that can be personalized as well.
Conversational experience solutions for scale
As their clients scaled and their end-customers demanded better experiences, Text Global used us as technical partners to integrate our chatbot building platform (Answers), customer engagement solution (Moments) and contact center solution (Conversations) to cover the entire customer journey.
They worked closely with our team to create a proof of concept and offer new use cases that would help their clients deliver conversational experiences. For example, recently Text Global partnered with us to help a pizza company in the UK integrate Moments and RCS with Shopify to create automated marketing campaigns.
Streamline account management and boost operational efficiency
As the number of clients, types of use cases and channel portfolio increased, Text Global needed a single API solution to help with account management. Our modular API solution CPaaS X allowed them to make their solutions more scalable for new customer use cases to help relieve operational bottlenecks, provide accurate reporting, and deliver quick speed to market. This helped:
- Efficient management of Resources (Alphanumeric Senders, Email domains, and ChatApp IDs) at scale
- Automation of resource provisioning, campaign registration, and client-specific consumption reporting
- Smooth client onboarding and number provisioning to get operational and start sending traffic faster
- Easy adoption and unification of channels
Result
Increased client stickiness and revenue growth with a CAGR of 78.98%
Through this three-pronged approach and the implementation of CPaaS X, Text Global were able to improve their client lifetime value and increase loyalty.
Since partnering with us, Text Global has experienced increased growth, achieving a staggering 30-45% year-over-year increase in annual revenue. This translates to a phenomenal CAGR of 78.98%.
Along with that they achieved:
- Expanded client reach: Our platform and partnership empowered Text Global to attract and retain SME and enterprise clients.
- Omnichannel capabilities: Clients gained access to a wider range of popular digital channels (Email, Voice, RCS, WhatsApp) to build robust omnichannel strategies, enhancing customer engagement.
- Faster time to market: CPaaS X enabled Text Global’s clients to rapidly deploy advanced SMS features and omnichannel capabilities, accelerating their growth and fueling Text Global’s own success.
By leveraging Infobip’s solutions, Text Global unlocked a new level of growth and empowered their clients to thrive.
We started laser-focused on SMEs, but the client needs evolved rapidly. Infobip’s partnership program was a game-changer that allowed us to leverage richer features via APIs, unlock new use cases with their omnichannel communications platform and integrate more channels such as Voice, Email, RCS and SMS. This empowered us to serve larger clients with advanced use cases – averaging a remarkable 30-45% revenue growth year-over-year. And now, with CPaaS X, we’re poised to hand even greater control to our clients, accelerating their business at scale.
Andrew Cook
Managing Director, Text Global
Discover how other platforms maximize results with Infobip
Company Profile
About Text Global
Text Global are a UK-based digital marketing service provider who proudly cater to SMEs and enterprises globally. They provide customers with SMS, an enterprise platform, and omnichannel connectivity, as well as other rich features.
Niva Bupa: Increasing customer acquisition and ROI with a rich, omnichannel marketing strategy
75%
ROI on RCS Business Messages
31%
delivery rate for RCS Business Messages
Challenge
Increase acquisition, retention, and ROI on marketing campaigns
Niva Bupa, a leading health insurance provider in India, has always been recognized for its innovative approach to customer experience. However, as customer expectations shifted and the digital landscape evolved, Niva Bupa knew they needed to adapt their customer acquisition and remarketing strategies to stay ahead.
Some of the challenges they faced were:
- Limited reach: Traditional channels like SMS and email, while still important, weren’t enough to capture the attention of today’s tech-savvy consumers. Niva Bupa needed to explore richer media channels to engage customers in addition to SMS and email.
- Retaining customer interest and acquisition: Acquiring new customers, retaining existing customers, and driving repeat business is crucial. Niva Bupa’s existing remarketing efforts needed a refresh to resonate with customers and keep them engaged.
- Improving ROI: Measuring the effectiveness of marketing campaigns is essential. Niva Bupa sought a solution that would provide clear metrics and demonstrate the return on investment (ROI) of their marketing efforts.
- Positioning themselves as innovators: Niva Bupa recognized the potential of conversational channels like RCS and WhatsApp to personalize interactions and set themselves apart as innovators in insurance customer service.
To address these challenges and achieve their goals, Niva Bupa decided to partner with Infobip, a leader in conversational and omnichannel experience solutions. By leveraging our platform, Niva Bupa could reach customers on their preferred channels with rich media content, personalize interactions through conversational messaging, and gain valuable insights to optimize their marketing efforts.
Solution
Leveraging conversational channels, data-driven insights, and seamless integrations to acquire and retain customers
Niva Bupa recognized that a single-channel approach wouldn’t suffice. They needed a robust and versatile solution that could integrate seamlessly with their existing systems and support a variety of communication channels. Infobip emerged as the ideal partner due to our:
- Omnichannel expertise: We offered a comprehensive suite of communication channels, including SMS, email, RCS Business Messaging (RCS), and WhatsApp. This allowed Niva Bupa to reach customers on their preferred channel and tailor their messaging accordingly.
- Seamless integrations: A key factor for Niva Bupa was seamless integration with their existing CRM platform. Our solution ensured a smooth flow of data and eliminated the need for complex integrations.
- Data-driven insights: Our platform provided Niva Bupa with valuable customer data and campaign analytics. This allowed them to measure the effectiveness of their campaigns, identify areas for improvement, and optimize their strategies for better ROI.
Since Niva Bupa needed to address concerns across the customer journey—from brand awareness to acquisition and retention—they decided the first step was to revisit what wasn’t working in their current marketing strategy. They needed a strategy that encompassed the channels that most appeal to customers in the region.
Although Niva Bupa was already using SMS, email, and WhatsApp to communicate with customers, they needed a more innovative channel that would capture their attention but was still cost effective. With the reach of SMS and rich functionalities of chat apps, Niva Bupa decided RCS would be a perfect fit.
Adding RCS to their communication strategy enables Niva Bupa to:
- capture attention by adding rich media such as images and videos to messages
- leverage features such as carousels and buttons to reduce time to purchase
- add an extra layer of trust and familiarity to its marketing messages through a conversational approach
- craft messages to better fit the stage of the customer journey, designing them to be more informative, action-based, or resourceful depending on the customer
Customer acquisition via omnichannel communication
Connecting RCS, in addition to WhatsApp and SMS, to their customer database enabled Niva Bupa to segment and target potential customers with relevant health insurance offers. The insurance company then broadcasted personalized messages across each channel depending on the audience and channel preference.
This approach increased the likelihood of capturing customer attention and generating leads – giving tech-savvy customers a more captivating message enriched with media and links, and more traditional communicators a simple, straight-forward view of what Niva Bupa has to offer.
Customer retention through remarketing and personalization
Still, Niva Bupa needed to come up with a strategy to win back visitors who abandoned their website at different stages of the purchasing journey. To do this, they built a remarketing strategy using the same channel mix, with RCS in the lead for:
- Website drop-off: If someone visits the Niva Bupa website and enters their phone number but doesn’t complete the application, they receive an automated message thanking them for their interest. This message could highlight premium plans and encourage them to return and explore further.
- Premium quote drop-off: For visitors who generate a quote but don’t proceed with the application, Niva Bupa sends a personalized message reminding them of the saved quote. This message might include their customer care contact information and premium amount, making it easy for them to resume the application process.
- Payment page drop-off: If a customer abandons the application at the payment stage, Niva Bupa sends a targeted message reminding them of their incomplete purchase with their chosen plan and payment amount. They receive a personalized rich media message on RCS that enables them to find out more information within the channel. When they are ready to complete their purchase, they’re taken to the payment page via an automated, event-triggered flow.
Additionally, to further optimize their campaign spend and conversion rates, the insurance company implemented automated channel routing and failover. In other words, messages are now automatically routed through the most cost-effective channel with the highest conversion rate, prioritizing RCS, followed by SMS, and then WhatsApp.
Brand awareness with email marketing
Niva Bupa also decided to build a brand awareness campaign, using our Email API to:
- highlight the benefits and importance of insurance plans
- advocate for health insurance
- distribute newsletters
The insurance company then used analytics derived from our Email API to optimize its email composition. The team could see what formats and content were getting higher engagement and click-through rates and then adjust future campaigns to yield results.
Result
Achieved up to 75% ROI with RCS Business Messaging
Implementing an omnichannel acquisition and remarketing strategy with rich messaging channels led Niva Bupa to its desired results. The insurance company’s customers now open, read, and click-through the messages they receive, resulting in up to 75% return on investment for RCS messages, compared to 60-70% ROI on SMS and WhatsApp messages.
75%
ROI for RCS messages
By providing a conversational experience on customers’ preferred channels, Niva Bupa gives customers a trusted and familiar way of staying connected with them, increasing brand loyalty and customer satisfaction. And by setting up targeted omnichannel strategies throughout the customer journey, the insurance company’s customer acquisition and retention rates increase as well.
The results from email optimization for their brand awareness campaigns were also rewarding. Previously, emails were 100% HTML images. Now, Niva Bupa uses a more balanced approach with 80% text and 20% images, optimized for dark mode on digital devices.
This has led to increased click-through rates, improved domain reputation, and a deeper understanding of user engagement based on geographical open rates – allowing Niva Bupa to explore the use of multi-lingual communication for even better engagement in specific regions.
As consumer habits and preferences change, and as the brand grows, Niva Bupa will use our scalable platform to adapt to new trends, add new channels, and experiment with new use cases.
Infobip enabled us to build an omnichannel communication strategy that enhanced our marketing campaign results. RCS Business Messaging powered by Infobip has allowed us to position ourselves as innovators in CX. The seamless integration with our CRM platform helped us start sending personalized and targeted messages in all regions within a few days. Thanks to the data-driven insights we receive for channels such as RCS, we’re able to send captivating marketing messages that increase our acquisition and retention rates, while experiencing up to 75% in ROI.
Akshat Mishra
VP and Head of Growth Marketing at Niva Bupa
Discover more ways to improve your insurance business
Company Profile
About Niva Bupa
Niva Bupa Health Insurance Company Ltd. is a joint venture between Fettle Tone LLP (a leading Indian private equity firm) and the UK-based healthcare services expert, Bupa. With six decades of experience in the healthcare industry and a customer base in over 190 countries, Niva Bupa has 10,000+ network hospitals across India that facilitate cashless claim processing in less than 30 minutes. The company caters to families, individuals, and senior citizens with customized health insurance plans, 24/7 Insta Assist, and a health app.
Spendgo: Increasing loyalty program efficiency for businesses with omnichannel communications by partnering with Infobip
92%
redemption rate
40%
reduction in time
Challenge
Lack of omnichannel capabilities for closed-loop loyalty programs
Spendgo is one of the market leaders for loyalty program management for hospitality and retail businesses. Their hyper-personalized closed-loop promotions technology has helped businesses such as Cold Stone Creamery, Sbarro and Captain D’s incentivize customers to make repeat purchases and increase loyalty.
They did this by managing closed-loop journeys that allowed customers to earn and redeem rewards within the brands ecosystem such as their app, website, or physical stores.
However, with customers moving towards mobile-first communications and demanding more engaging experiences, the idea of keeping loyalty programs to just a few branded entry points was limiting.
As a market leader, Spendgo knew they had to innovate by helping businesses manage their loyalty programs on the channels their customers use. Thereby, increasing redeemability opportunities and customer loyalty. And with the addition of new channels unlock new use cases and increase their revenue opportunities.
To do this, Spendgo needed a communications partner that had omnichannel capabilities, easy to integrate and orchestrate journeys on, and scalable enough to handle their 100+ active loyalty programs and 25 million+ unique members.
Solution
Omnichannel integrations to enhance loyalty programs
Spendgo partnered with Infobip to integrate omnichannel capabilities into their current platform, help their clients build personalized customer journeys over the channel of their end-customers choice and make brands realize ROI on closed-loop loyalty programs.
One challenge in the (messaging) ecosystem is that you have people that are really omnnichannel, but they are more of an application versus a solutions and infrastructure player like Infobip.
Ivan Matkovic
CEO, Spendgo
The three key aspects to this partnership was ease to orchestrate journeys for businesses, personalization to ensure loyalty and points redemption, and the ability to use channels in a synchronous manner.
Integrating our communications platform with Spendgo ensured our joint customers could:
- Synchronize data effectively to ensure customer profiles are updated in real-time and provide personalized customer experiences with our customer data platform (People CDP)
- Orchestrate and automate loyalty journeys over any channel with our easy-to-use, drag-and-drop customer engagement solution (Moments)
- Send loyalty messages over SMS, Email, Push Notifications, MMS and WhatsApp to meet their customer expectations
- Ensure reliable delivery of messages anywhere in the world with Infobip’s global connections and footprint
Existing Spendgo clients can easily give their loyalty campaigns an omnichannel twist by implementing the Infobip API. This helped streamline the campaign creation process, reduced time to market and reduced operational costs. Now, our joint clients were able to truly orchestrate closed-loop loyalty programs tailored to individual customers and their behavior over the channel of their choice.
With omnichannel loyalty programs, businesses can focus on the best shopping experience across all channels. Helping them deliver a meaningful engagement through each and every touchpoint – branded to communication channels.
This included use cases such as personalized recommendations and offers, a streamlined purchasing process, and instant access on different devices. Enabling brands to adapt and innovate their programs on a regular basis.
It was clear that brands needed an omnichannel approach to customer acquisition and engagement. With Infobip, we get to invest in our core functionality versus having to build capabilities that work with every channel.
Ivan Matovic
CEO, Spendgo
Result
Increased ROI and customer loyalty
The partnership between Spendgo and Infobip yielded impressive results, driving significant improvements in customer engagement and loyalty for their more than 6,000 businesses. Our joint clients experienced:
- Enhanced loyalty and customer engagement: Real-time omnichannel communication capabilities helped businesses deliver timely rewards and incentives, driving higher participation and 92% redemption rates from loyalty programs.
- Measurable and bigger ROI: With close-loop programs and analytics it is possible to have a 100% accurate attribution model to campaigns and insights to optimize performance. For example, one of our joint clients had a 1:12 ROI for campaigns
- Reduction in time and effort to create campaigns: the seamless integration between Infobip and Spendgo platform made it easy to create and segment audiences for campaigns. Because of that, 40% of the time and effort needed were reduced and campaigns were launched faster.
Overall, the partnership between Spendgo and Infobip empowered our joint clients to overcome their communication challenges and unlock new opportunities for growth and innovation in customer engagement and loyalty programs.
For us, it came down to the omnichannel functionality. We didn’t want to do integrations with a lot of different vendors. We’ve done a lot of research around the ecosystem and found out Infobip satisfied our needs for multiple channels and our client’s need for international support when they do have international requirements.”
Ivan Matovic
CEO, Spendgo
Discover how other partners maximize results with Infobip
Company Profile
About Spendgo
Spendgo is an integrated loyalty and marketing platform that allows businesses of all sizes to automate and manage campaigns, creating a unified customer experience for its 19 million users by connecting point of sale and e-commerce platforms with third-party solutions. Spendgo provides sales and marketing data, empowering businesses to more effectively engage with their customers.
GAME HOURS: Crafting effective and engaging campaigns for female gamers
92%
SMS delivery rate
99%
conversion rates with Voice
Challenge
Increase engagement among female gamers across the globe
The gaming industry was long perceived as predominantly male-dominated. But the reality is much different than that.
A report highlights the rapid rise of female gamers in Asia. Currently, they make up 37% of the total gamer market and are growing at an impressive rate of 11% annually, outpacing the growth of new male gamers.
This represents a considerable opportunity for a leading game publisher in North Asian territories, GAME HOURS. A passion for Taiwanese games and a continuous effort to develop excellent games in Taiwan have always been one of their main goals, with Macao and Hong Kong also being key markets. And to focus on female gamers they launched Light and Night, an immersive and interactive mobile game.
While the female gaming market is expanding rapidly, it comes with its own unique challenges.
Gaming trends are changing rapidly, and at the same time, female gamers have their distinct interest and preferences. Understanding this niche audience and the fast-paced market requires continuous adaptation and learning.
To stand out in this competitive gaming landscape, they needed two things:
- Innovative conversational marketing strategies: Bold campaigns specifically designed to capture the attention of female gamers across multiple territories.
- Global reach with local expertise: A partner with an established network in their target markets, offering the global connections and communication channels necessary to reach and engage their expanding player base.
Infobip, with its proven international network and experience in the gaming sector, was the ideal fit.
Solution
Creating innovative campaigns that are interactive and engaging
GAME HOURS understood that reaching its target audience for Light and Night required going beyond traditional tactics. They needed to create engaging campaigns that resonated with female gamers.
Their journey with Infobip began with the successful launch of a game called New Duolou Continent, targeting the Malaysian and Singaporean markets using SMS.
Before adopting Infobip, GAME HOURS had previous experience with local Taiwan vendors. In comparison, Infobip offered a more competitive pricing structure for SMS. Additionally, Infobip’s global presence was a decisive factor, as they provided the required flexibility and coverage.
Meigo Chang
Project Management Director
Soon after, they were looking for more conversational experiences for their campaigns.
Infobip empowered them with:
- Voice – To personalize the experience with surprise calls from in-game characters.
- Customer engagement solution (Moments) – For personalized and automated customer engagement campaigns.
- SMS – For always-on communication.
Let’s take a look at the Light and Night game.
Players can create female avatars, making their own choices about the story’s progression, including pivotal decisions such as romantic encounters and the pursuit of love. The game features five distinctive male protagonists for players to choose from, who can be matched with the player’s female lead.
However, to make the experience more immersive, they added a feature where the chosen male characters would make phone calls with the players within the in-game phone system to help boost engagement and retention.
GAME HOURS wanted to recreate these conversational and personalized experiences in the real world.
With Voice, this innovative idea became a reality.
During special campaigns, players received automated phone calls from the male characters.
This added a unique dimension to the player’s experience and provided an extra element of surprise. GAME HOURS were able to create automated Voice flows for each user easily over Moments, and were able to make changes in real-time. After the initial campaign, it was evident that players loved this approach and even eagerly anticipated receiving calls from their in-game partners.
Setting up the Voice channel process wasn’t complex, and with GAME HOURS having a highly proficient technical team, they were able to get a handle on the channel within just a day or two. Additionally, the Infobip team assisted in communicating with the telecom carriers to increase bandwidth, ensuring smoother outbound calls.
Meigo Chang
Project Management Director
GAME HOURS still uses SMS at various stages in the user journey, encompassing transactions, marketing communications, and identity verification. And as a fallback channel during the campaigns.
This includes messages for:
- Identity verification
- Password reset
- Account top-up notifications
- Payment confirmations
- Game version updates
- Notifications for major campaigns/festivities
- Latest game news
- Mobile number verification
- Birthday reminders
Result
99% of users who listened to the phone call went on to play the game
An impressive conversion rate showed that players who received a voice call were incredibly likely to engage with the game.
Also, the campaign sparked discussions within the social community, demonstrated by significant increases in Facebook community engagement during New Year and Valentine’s Day events. This enthusiastic response showcases the deep loyalty GAME HOURS has built with its audience.
10% increase in views on the Facebook community page after the New Year campaign
6.8% increase in views on the Facebook community page after the Valentine’s Day campaign
Using Moments, SMS, and Voice through various campaigns offered high delivery rates and increased gamer engagement.
Light and Night SMS campaigns using Moments
Delivery rate: 85%
Game launch
SMS: delivery rate: 91%
Voice: delivery rate: 73%
Valentine’s Day campaign
SMS: delivery rate: 92%
High delivery rates across Voice and SMS campaigns demonstrate the power and effectiveness of Infobip’s solutions.
Our Light and Night game has seen incredible success, particularly with our immersive voice campaigns. Players are captivated by receiving personalized calls from their favorite in-game characters. These campaigns have significantly boosted engagement, showcasing the power of innovative, player-centric experiences. We’re grateful to have a partner like Infobip, whose platform and support made bringing this unique concept to life smooth and seamless. Their team understands our vision and goals within the gaming industry.
Meigo Chang
Project Management Director
Discover how other brands maximize results with Infobip
Company Profile
About GAME HOURS
GAME HOURS, headquartered in Taiwan, was founded in 2013. The company strategically develops comprehensive online services and effectively promotes diverse IPs and premium mobile games with local emotions and cultural stories unique to Taiwan to create memorable experiences throughout Asia. Starting in 2023, they’ve enhanced their domestic and international eCommerce services while investing in global human resource matching solutions.
They have collaborated with various partners, including Thunderbolt Fantasy, Disney, SNK, Gravity, and more.
Podravka: Empowering users to make healthy choices with an engaging AI-assistant
Powered by Microsoft Azure OpenAI Service, C3 Croatia-01 Content & Technology, and Infobip
18%
conversion rate to engaged user
343k
messages exchanged in first 90 days
Challenge:
Empower users to make healthier food choices while simultaneously enhancing customer experience
Podravka is a European leader in the food industry that brings innovative ideas to life to offer customers better experiences. In the endeavor to create unique food experiences for users, they launched Coolinarika, a mobile and web app, that offers users thousands of recipes right at their fingertips. The success of Coolinarika lead to it becoming the largest culinary platform in Croatia with over 700,000 monthly users.
Recent studies show that obesity rates in Croatia are on the rise in adults and children.
65%
of adults are overweight
35%
of children are overweight
Their passion for healthy food and innovative experiences drove the Podravka team to start to think about how they could have a positive impact on these concerning statistics. With their wide reach to homes across the country, they knew they had the opportunity to help people make more responsible and healthy food choices. To do this they needed to provide an innovative experience on their platform that could educate users through a conversational approach.
We wanted to make social impact and spark a transformation – in how Coolinarika users and broader Croatian community think about food, how they use technology to make healthier choices, and how Coolinarika constantly evolves to meet these emerging needs.
Our objective was to reinforce Coolinarika’s position as a relevant partner in the journey towards a healthier lifestyle. We aimed to demonstrate our understanding of our users’ needs, not only in the context of healthy eating but also in how emerging technologies are reshaping user expectations and user experience.
Ksenija Latković Kozarac
Digital communications director at Podravka
To achieve this goal, they needed to partner with a communications technology provider who could help them develop this experience with minimal effort from their side.
The communications partner had to meet the criteria of:
- Having a solid track record in developing and launching intelligent chatbots
- Experimenting and mastering the latest AI and Natural Language Processing (NLP) technology
- Seamlessly integrating with Podravka’s existing systems, databases, and applications
- Providing multiple messaging platforms, websites, and communication channels
- Offering a user-friendly and smooth experience
- Offering excellent support, response times, and guaranteeing fast assistance when needed
After a thorough search, Podravka decided to partner with Infobip to build a custom chatbot solution that could help bring their vision to life.
Solution:
An engaging AI assistant to help customers find healthy recipes and anticipate their needs
Through a three-way partnership between Infobip, Azure OpenAI Service, and digital agency C3 Croatia – 01 Content & Technology and by leveraging LLM technology with Coolinarika databases, SuperfoodChef-AI was born.
Podravka was drawn to Infobip’s drive to innovate with AI solutions and enhance brand communication and relationships with customers to help businesses reach their goals. C3 Croatia’s team of awarded and experienced AI and UX experts and designers developed an in-depth concept for the AI solution including:
- Functionalities
- Tone-of-voice
- Design and content adaptation
- Communication strategy
With the concept in place and Podravka’s goal of creating an AI-powered conversational experience, our Professional Services, CX Consultancy, and AI experts in partnership with 01 Content & Technology experts came together to create the custom solution that would understand and anticipate the needs of their customers, send accurate nutritional information, and educate users on healthy recipes.
For example, if a user wanted to find a recipe for a carrot cake, the chatbot would be able to provide them with a link to a relevant recipe on the Coolinarika website or app. They would also get an engaging message with a summary of the recipe so the user would know if it’s right for them.
The generative AI assistant was custom built on our chatbot building platform Answers through collaboration of all three partners, who designed and trained the intelligent chatbot for exactly what Podravka was looking for.
Now when users open the Coolinarika website or app, they can converse with two AI assistants through the SuperfoodChef-AI chatbot. The first is like an AI chef that can quickly offer relevant recipes from a database of 500 recipes based on the user’s request and the other is an AI nutritionist who can educate and inform users on 80 different foods and how to use them in their diet. With further development, Podravka plans to expand the knowledge of SuperfoodChef-AI to offer users an even wider range of recipes and nutritional information.
The generative AI solution makes navigating Coolinarika’s website and app simpler by offering users a fast and accurate way to find what they are looking for and educate users on healthy eating and lifestyle habits that can change the way they approach food.
Croatians are among the most overweight nations in the EU. In order to help Coolinarika address this issue our mission was simple: to create a cutting-edge AI-powered solution that understands users’ needs, promotes healthier choices, maintains trust, enhances personalization, and empowers well-being. The methods that our teams used while creating the strategy and creative solution include nudge architecture, human-centered design, service design, premium native advertising and agile development.
Ana Plišić
Partner and Creative Director at C3 Croatia
By combining generative AI and machine learning, our team at Infobip managed to achieve 100% accuracy in the generated links for recipes. The chatbot can accurately send multiple recipe suggestions based on the users’ prompt. This is not an easy feat, as generative AI tends to hallucinate and provide incorrect information when not trained properly.
A user-friendly AI chatbot was swiftly launched for the Coolinarika platform in under a month. Personalized support and training were at the heart of our partnership with Podravka from the start to ensure an effortless and supportive customer experience.
Result:
40% more Gen Z and Millennials active on Coolinarika
In the first 90 days, 343,792 messages were exchanged between the SuperfoodChef-AI chatbot and 101,429 users. Users were actively engaging with the AI chatbot which led to a nearly 18% conversion rate to engaged users (sending more than one message per conversation).
18%
conversion rate to engaged user
7 messages
sent on average by engaged users
3 minute
conversations on average with engaged user
Coolinarika also saw a 31% increase in overall time spent on their site compared to before the chatbot was launched. Interestingly, the chatbot was significantly popular with Gen Z and Millennials:
40%
more active users aged 25-34
39%
more time spent on Coolinarika for users aged 25-34
This solution speaks to these generations as they tend to prefer self-service digital solutions and conversational experiences from brands. Their active engagement with the AI chatbot shows promise that younger generations who are leaving home or perhaps starting families are actively engaging and looking for healthier recipes and nutritional information that they can incorporate into their diets at home.
To engage further with Gen Z and Millennials, Coolinarinka took to TikTok during their campaign to promote the AI chatbot and partnered with three popular Gen Z influencers in Croatia to strengthen their reach to an audience of over 37,000 TikTok users.
Our aim was to utilize Coolinarika’s extensive dataset on healthy eating to forge a deeper emotional connection with users, particularly Gen Z users. This demographic is at the forefront of health and technology trends. We have managed to successfully expand our Gen Z user base already in this short period of time and make Coolinarika an integral part of their daily lives and active ally in healthier eating habits
Ksenija Latković Kozarac
Digital communications director at Podravka
Although the SuperfoodChef-AI chatbot saw promising results from the start, Podravka isn’t ready to stop there. They aim to pursue these lasting partnerships to continue the development of this AI chatbot and grow this solution to bring more value to their users’ experience with their brand, and perhaps start to see an impact on the health and wellness of adults and children in Croatia in the future.
Company profile:
About Podravka
Podravka Group is a Croatian multinational company headquartered in Koprivnica. It operates in two segments, Food (Podravka Inc. Koprivnica, Žito Ltd. Ljubljana, Mirna Inc., Rovinj) and Pharmaceuticals (Belupo Inc. Koprivnica), with a portfolio of more than 1,800 products. It exports to more than 60 countries around the world and has its own distribution network in 16 of them. The Podravka Group operates in accordance with the principles of sustainability and is an innovative leader with a number of strong brands in its portfolio, such as Vegeta, Dolcela, Podravka, Žito, Zlato polje, Lino, Eva, Neofen, Lupocet and many others.
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Tawseel: 42x increase in ROI with conversational support via WhatsApp powered by a unified communications platform
42x
increase in ROI
Challenge:
Small team of customer service agents handling up to 800 messages daily
As the leading eCommerce business in Kuwait, Tawseel Holding Group believes in continuous innovation to stay ahead of their competitors.
One area where this is particularly important is customer experience. Their customers expect immediate support, convenient buying journeys, and real time delivery updates. To keep up with their customer expectations they needed a mobile-first approach.
To address these challenges, Tawseel opted for WhatsApp Business Platform to provide customer support. However, their small team of agents were finding it difficult to manage the volume of messages leading to delays in resolution times. In addition, they realized the need to have a proactive approach and utilize the channel to send promotional messages and personalized offers to initiate purchase.
For this they needed a unified and cost-efficient solution that could help them orchestrate the entire customer journey from marketing to support over WhatsApp and leverage the channels conversational capabilities. That’s when they approached Meta to find a communications partner that would help address the painpoints and continuously innovate their CX.
Solution:
Co-creating conversational journeys on a single platform, from marketing to support
After reviewing over 200 Meta partners, Tawseel decided to partner with Infobip. Our unified conversational experience platform, Professional Services expertise, and responsiveness provided Tawseel with an end-to-end solution that allowed them to scale and innovate.
In addition, our platform was easy to integrate with their existing marketing automation solution and the migration of their existing WhatsApp Business Platform account to us was seamless.
To help them orchestrate a conversational journey, they amplified WhatsApp with our:
- Customer data platform (People CDP) to help unify customer data to provide personalized offers and support
- Chatbot building platform (Answers) to provide an intelligent customer support 24/7
- Contact center solution (Conversations) for seamless agent transfer with complete conversation history for quick resolutions to complex queries
The Tawseel team worked closely with our Professional Services team to design the chatbot flow and implement our solutions. Due to our platforms multilingual capabilities they were able to train the chatbot and provide promotional messages in English and Arabic, dependent on the customers preference.
Our professional services team provided support throughout the process, and our partnership turned out to be a pilot project where we co-created their conversational customer journey, from marketing to support based on customer data.
Tawseel were able to go-live with the innovative conversational journey within a month for two of their platforms Taw9eel.com and Sheeel.com. And later implemented it over Instagram Direct Messages and Messenger.
Now, after the customer opts in and initiates the conversation over WhatsApp, they’re asked for their language preference and demographic details. This data is captured by our customer data platform, which automatically updates the customer profile and enables Tawseel to personalize the journey. And the best part is the customer can change their preferences or update their details anytime during the conversation.
Based on the first-party data provided by the customer, purchase history and previous conversations, the chatbot can send personalized offers in a conversational manner. Prompting engagement. This is particularly effective for seasonal campaigns like Ramadan and Eid.
In addition, the chatbot can now resolve simple queries and answer FAQs, thereby helping reduce the agents workload. In case of a query the chatbot isn’t able to resolve, the customer gets seamlessly handed off to an agent who has the entire conversation history and customer profile on hand. Thereby, ensuring the customer gets prompt, personalized service without the need to repeat themselves.
Result:
42x increase in ROI, reduction in operational costs and decrease in time to resolution
Tawseel customer service significantly improved thanks to our conversational experience platform and WhatsApp powered by Infobip. The chatbot was able to provide prompt customer assistance, reducing the number of tickets logged via agents.
Their marketing campaigns over WhatsApp saw an increase ROI through a personalized conversational approach. During Ramadan and Eid, Tawseel sent hyper-personalized offers and campaigns based on customer behavior over the past 90 days.
They sent over 60,000 personalized messages resulting in an astounding open rate of 62.67% and a 42x increase in ROI for just one campaign.
Following a similar approach on Sheeel.com, they saw similar results. On their first campaign in April 2023, Sheeel.com sent over 113,000 personalized messages with a 60.80% open rate and 8.2x ROI.
Thanks to our platform and Professional Services team, Tawseel continues to see significant improvement in its overall ROI for its marketing efforts. In November and December 2023, they saw a:
42x ROI
for campaigns on Taw9eel.com
29x ROI
on Sheeel
On an average, they have seen an open rate of 53.72% for its outbound promotional messaging.
The thing that stood out with Infobip is that it’s not just a conversational experience platform but they have a passion for products that meet our customers needs. During onboarding and even post their speed of problem-solving stood out. Our customer service team is always able to send out any issues they’re facing, and the response time is quick.
Karim Abu Gharieb
Director of Marketing at Tawseel Holding Group
Company profile:
About Tawseel
Taw9eel.com, owned by Tawseel Holding Group, stands as a prominent electronic commerce company based in Kuwait, holding the distinction of being the largest online retailer in the country. The company is a conglomerate that oversees various e-commerce platforms, including Sheeel.com and Thouqi.com. The nomenclature of the company and its primary website originates from the Arabic language, with “Tawseel” (Arabic: توصيل) translating to “delivery” in English.
With a presence in Kuwait since 2007, Taw9eel.com boasts a diverse inventory of over 45,000 products, spanning categories such as groceries, electronics, beauty, home essentials, and wholesale items. Sheeel.com, a subsidiary, offers daily “Super Deals” across electronics, appliances, beauty, and home products. Meanwhile, Thouqi.com has rapidly gained popularity as an online women’s fashion store, showcasing “Trending” styles from prominent local designers in the Middle East and North Africa (MENA) region. Serving customers in over 15 countries, including the MENA region and North America, Thouqi.com contributes to the international reach of Tawseel Holding Group.
Discover how Infobip helps brands maximize results with WhatsApp chatbots
Vecindapp: 95% cost savings and secure reception-to-resident communications with an integrated Voice channel
95%
cost savings
Challenge
Cost-effective and secure voice communication for property staff and residents
Vecindapp provides software solutions for the management of condominiums and up-market residential communities in Colombia. Many of the residents of these properties are high net-worth individuals or from the diplomatic community and prioritize their privacy and security.
Vecindapp was looking to facilitate communication between property staff and residents with a software solution that was secure, cost effective, and simple to implement. This would enable reception to provide an efficient concierge service and provide prompt updates on time-sensitive issues like parcel deliveries and taxi bookings, without exposing residents’ private phone numbers.
Daily interactions for residents and front desk staff
- Package deliveries
- Guest arrivals
- Maintenance and utility updates
- Appointment reminders
- Taxi bookings
- Security measures
- Lost and found
- Amenity services
Previously this would have been done using the in-house video intercom system, but this was ineffective if residents were away from home for any length of time, or if they were not comfortable appearing on camera. In addition, installing and maintaining these systems was extremely expensive and meant that staff were not able to communicate with residents during periods of routine maintenance.
Calling residents directly on land lines and mobile was not an option due to the security risk of maintaining a phone number directory visible to all building staff.
Vecindapp was keen to improve this disjointed experience for both on-site staff and residents, ideally incorporating the existing capability of their concierge WhatsApp chatbot that people were already familiar with. To meet the high expectations of discerning residents, a unique and innovative solution would be required.
Solution
Using Infobip’s Call Link solution to provide secure communication between staff and residents
The team at Vecindapp applied to join our Startup Tribe program after it was recommended to them by a mutual industry contact. Through this program, startups get access to a wide range of perks to help them grow their business, including free credits for our products, education and training, and networking opportunities.
Vecindapp used their free credits to create a bespoke communication solution using Infobip’s APIs. This included sending WhatsApp and SMS messages to engage with their users and integrating Infobip’s Web Real-Time Communication (WebRTC) solution to facilitate audio calls over the internet. This was ideal for Vecindapp’s use case, as they were able to incorporate Call Link into their solution via a simple API connection, which guaranteed the secure and private interactions that they required.
When staff need to communicate with a resident, they follow these simple steps:
- Navigate to the people directory in Vecindapp.
- Search for and select the resident they wish to contact.
- Click the Dial option.
- The call is routed directly to the person’s phone without their number, or any other private information being exposed.
When a resident wants to speak to property reception, they simply select the relevant option from their building’s dedicated WhatsApp chatbot, or submit a request by SMS, and reception calls them back immediately via the above process.
For property staff, the entire interaction is handled via the Vecindapp interface, with no third-party applications required. This means that the process can be managed by either front-of-house or back-office staff, with a seamless communication experience for residents. All numbers are stored securely within the database and set to private, so are not visible to software users.
Infobip technology stack used by Vecindapp:
Result
95% cost reductions, increased staff efficiency, and a trusted new communication channel
The solution was built, implemented, and put into production within a matter of weeks by Vecindapp’s technical staff. It was quickly scaled and adopted by over 1,000 individual residential buildings at sites all over Colombia who were able to benefit immediately from its capabilities.
Based on initial estimates, Vecindapp users will see a 95% reduction in communication costs over 5 years when compared with the ongoing costs of installing and maintaining traditional intercom systems.
The Call Link integration has enriched the Vecindapp application with secure and cost-effective voice-calling capability making it a more compelling proposition for residential properties that prioritize privacy, security, and efficiency. Vecindapp users can benefit in a number of ways:
- Unified user experience: Voice communication is managed via the Vecindapp interface with no third-party software or devices required.
- No costly investments: With the only requirement being an internet connection, it eliminates the need for traditional intercom systems and associated infrastructure that require extensive cabling and maintenance costs.
- Time savings: When residents are away from the property, staff don’t have to repeatedly try and get through to them, allowing them to focus on their core building management responsibilities.
- Guaranteed privacy: With no private numbers being revealed, the Vecindapp application becomes a trusted channel for two-way communications.
- Communication transparency: Building management can easily review call logs which provide an audit trail of communication with each unit.
With the success of the WebRTC integration, Vecindapp are keen to explore new options for incorporating Infobip’s products and services into their offering and bringing value to their customers.
Joining Infobip Startup Tribe has given us the possibility to test new communication solutions and, consequently, make a real step forward in our operations and business development, without having to spend a lot of money. After implementing WhatsApp as our main communication channel, we have increased the effectiveness of our communications from 45% with email to 90% using WhatsApp, a number that makes us really happy. To provide an even better user experience, we are planning to implement additional channels such as Twitter, Facebook Messenger, SMS and Telegram, and to automate some interactions with our clients through Conversations.
Sergio Rios Giraldo
Co-Founder, Intus Colombia
Find out how Infobip powered WhatsApp chatbots can deliver the best results
Company Profile
Vecindapp
A subsidiary of Intus Colombia, Vecindapp specializes in digitizing communication within residential communities to enhance the safety and connectivity of their members. Vecindapp offers integrated visitor management, correspondence management, document management, and QR management portals. In addition to providing seamless solutions for the dissemination of circulars, virtual surveys, and resource control information.
Proximity Designs: Overcoming challenges in smallholder farming in Myanmar with Viber
32k
signups for crop-specific channels
236k
signups for Viber Business Messages channel
Challenge:
Providing timely and relevant knowledge to geographically dispersed smallholder farmers in rural Myanmar
Farming can be a challenge under the best of circumstances. It becomes much harder when access to critical farming knowledge isn’t readily available.
This was a challenge smallholder farmers faced in Myanmar. Small-plot farmers wanted to receive timely and relevant information – best-use farm practices, pest and disease information, as well as weather and market data – as they worked hard to improve their yields and care for their land.
But getting access to this knowledge proved difficult in areas dotted throughout Myanmar that have limited access to mobile data.
In addition, farmers relied heavily on just one platform, considering there were a limited number of digital channels that smallholder farmers in Myanmar used regularly.
Solution:
Viber Business Messages and SMS for farmer outreach
When Proximity Designs expanded their digital efforts, to reach as many small farm families as possible, they looked to Viber. They choose to use both SMS and Viber Business Messages to engage with farm customers.
Viber is a very cost-effective solution that helps achieve this goal, while SMS is a safe fallback to ensure messages get delivered to anyone who may not have internet access.
Thanks to the code-free interface in Conversations, the integration process was fast and seamless; and their own team easily managed the entire process from start to finish, and beyond.
In Viber, farmers can subscribe to crop-specific channels, under Proximity’s farmer-facing brand Yetagon, for five different crops: paddy, sesame, groundnut, gram and horticulture.
With Infobip’s Conversations contact center solution, smallholder farmers can get support from customer experience representatives, so they can maximize the impact of Proximity’s products and services.
Result:
More than 32,000 signups for crop-specific channels and 236,000 for Viber Business Messages channel
Over a span of two years, more than 32,000 farmers signed up to Yetagon’s channels and benefited from customized crop-specific advice.
More than 5,000 farmers engage with Yetagon through Viber, annually, to receive support and information to grow healthy crops and protect them.
In addition to this, more than 236,000 users subscribed to Yetagon’s Business Messages channel.
We were in need of a widely-used channel to provide critical knowledge to smallholder farmers, so we can support them in growing more food, caring for their land and boosting their incomes. The challenge was finding a channel that most farmers have access to in rural Myanmar, where mobile data can be patchy.
Viber is one of the most popular chat apps in the country, so it was a natural choice to reach small farm families, share engaging content and allow for two-way dialogue with our customers. Our ability to create different channels for each crop ensures farmers receive the most relevant information, and will help us achieve our goal of serving one million small farm families in the next three years.
Tint Htoo Naung
Senior Digital Marketing Manager
Company profile:
Proximity Designs
Proximity Designs is an award-winning social business in Myanmar. They design and deliver products and services that make smallholder farmers more productive, profitable and environmentally sustainable. They offer customers a suite of regenerative and affordable farm solutions such as micro-irrigation systems, bio-fertilizers and bio-pesticides, critical farm practices and on-call crop protection services.
Nexon: Achieving a 98.86% email delivery rate with Infobip’s Email API and deliverability service
98.86%
Email delivery rate
89%
decrease in bounce rate
Challenge
Improve the reliability of email communication for business-critical messages
Nexon creates some of the most successful and globally recognized computer games in the world with millions of people enjoying their online multiplayer games and immersive virtual worlds built for mobile devices.
Dungeon & Fighter, MapleStory, and KartRider are just some of the franchises that are household names for dedicated gaming fans.
Nexon relies heavily on email as a primary communication channel with its customers, using it to send both promotional and transactional messages. When emails don’t get delivered reliably it has a direct impact on the business with an increase in customer services enquires, underperforming promotional campaigns, and the risk of customer churn.
Advertising and informational messages to customers must be delivered in a reliable and timely manner. If customers do not receive text messages or emails, it leads to more customer service inquiries.
Seungyong Sim
Director, Nexon Korea
To improve their sender reputation and increase deliverability rates, Nexon were looking to replace their in-house SMTP email server with a proven enterprise email solution that could handle volumes of messages in the tens of millions. The challenge was to elevate their service to match the quality of experience that their customers were used to from playing their games.
Solution
An enterprise quality Email API supported by dedicated deliverability expertise
As a large global company, Nexon needed an enterprise email service with a secure, extensible, and flexible API that could be easily integrated with their many in-house services.
With our proven email sending infrastructure and a local office in South Korea to provide hands on assistance if required, Infobip was a logical choice to work with.
Nexon migrated from their in-house SMTP server to Infobip’s more secure and efficient HTTP API. Our comprehensive documentation and responsive support enabled a seamless transition, with the entire transfer being completed within a two-week development cycle.
An email service engineered for high deliverability at scale
Infobip’s email service support includes personalized domain and IP strategy consultancy, guided onboarding and customized domain warmup plan, proactive delivery monitoring, and consultancy services from Infobip’s deliverability engineers. It can be optimized for both transactional and promotional use cases with granular reporting and performance analytics.
These services, in combination with our leading Email API, are engineered for the reliable delivery of high email volumes and to move the needle on the brand’s key delivery stats.
Result
Achieving a 98.86% email delivery rate and optimized channel costs
The migration to Infobip’s email service had an immediate positive impact on Nexon’s deliverability rates and service reliability with an impressive 89% decrease in email bounce rate and an increase in their delivery rate to an impressive 98.86%.
- Delivery rate increased from 89.34% to 98.86%
- Bounce rate reduced from 10.66% to 1.14%
These improvements are directly attributable to Nexon’s elevated sender reputation and achieving full domain authentication by ensuring that their emails complied with DKIM standards.
The result for Nexon’s customers is that they receive communication far more reliably and feel informed and supported at every step of their gaming journey.
98.86%
email delivery rate achieved.
89%
decrease in email bounce rate.
The importance of proactive deliverability support
It is crucial for maintaining email sender reputation to resolve any problems quickly and before they have an impact on a brand’s service. For example, as part of their ongoing monitoring our deliverability team were able to identify an increase in bounce rates for Nexon’s emails sent to Microsoft domains and then take action to resolve the problem. Firstly, we reached out to Microsoft on Nexon’s behalf to help identify the cause of the changes. We then advised the following:
- Lowering the volume of emails sent to Microsoft domains
- Focusing on engaging recipients within these Microsoft domains
- Gradually increasing the volume once delivery rates stabilized
In addition to the improvements in their email service reliability, Nexon were also able to benefit from resource optimizations. By replacing their SMTP configuration with our email service, they removed the task of reputation management and domain protection from their own staff, who could be reallocated to other operational tasks.
Where their previous solution required two full-time developers and one operational person to manage, the new solution only requires the equivalent of a single person, with a 50% split between developer and operational resource.
With tens of millions of customers around the world, promotional and informational email messages must be delivered in a reliable and timely manner. If customers do not receive text messages or emails, it leads to more customer service inquiries. Due to the proactive deliverability support we have increased our delivery rate and improved our sender reputation. By sending emails through the API provided by Infobip, we have been able to optimize our costs and reallocate operational personnel to other strategically important tasks.”
Seungyong Sim
Director, Nexon Korea
Find out about other brands that made an impact with Infobip’s email service:
Company Profile
Nexon
Founded in 1994, NEXON Co., Ltd. (Nexon) is a company engaged in the production, development and operation of online games and Virtual Worlds. First listed on the Tokyo Stock Exchange in December 2011, Nexon was placed on JPX400 in 2015 and added to the Nikkei Stock Index 300 in 2017. In 2020, Nexon was added to the Nikkei 225. Nexon currently has more than 45 live games in more than 190 countries on PC, console, and mobile. Major game franchises include MapleStory, KartRider and Dungeon&Fighter. In 2021, Nexon completed the acquisition of Embark Studios AB, a company based in Stockholm, Sweden, developing multiple projects for global release.
Megi Health Platform: Optimizing patient care with an interactive chatbot built using Infobip Answers
86%
CSAT score
65%
reduction in data collection time
Challenge
Improve patient care by streamlining the diagnosis process and providing round-the-clock support
One of the many challenges faced by organizations that provide healthcare services is how to make optimal use of their highly trained medical staff. With the rising cost of medical technologies and pharmaceuticals, and constantly evolving regulations, these institutions need to continually innovate to provide the same high levels of care to their patients.
The Magdalena Clinic, a healthcare institution that provides unique and comprehensive cardiovascular care recognized that there was an opportunity to leverage technology to supplement the work of their staff. Tasks like gathering medical history, reminding patients to record measurements taken at home and to attend appointments were all candidates for automation.
However, due to the sensitive nature of the information and the technical naivety of some older patients, the solution would have to be secure, easy to use, and win the trust of patients.
This is why the Megi Health platform was created. Rather than technology being another unfamiliar factor at an already stressful time for patients – the digital platform has the goal of easing anxiety and maximizing positive outcomes by providing round-the-clock support to chronic patients.
As education is a vital part of healthcare, the platform needs to be able to provide targeted and easily consumable information to patients, including those that are not tech savvy and find it difficult to navigate web pages to find material that is relevant to their own situation.
Solution
A virtual assistant delivered over WhatsApp to help at all stages of patients’ medical journey
The best way of providing an interactive and supportive healthcare experience is by using the latest chatbot technology. Due to the widespread use of WhatsApp, it was the ideal channel for the Megi Health platform to use.
Being a member of the Infobip Startup Tribe enabled Megi to accelerate their digital solutions and go-to-market by using their credits on our self-serve platform to build a virtual health assistant using the fully featured version of our chatbot building platform Answers. The proof-of-concept demonstrated that a chatbot could help achieve their objectives of elevating levels of patient care and providing a reliable source of quality data.
The chatbot’s key advantage is that it can facilitate the two-way exchange of valuable data and information. Patients can interact with the chatbot to provide details of symptoms and submit measurements of their key readings. It can then provide relevant support and information and can connect the patient with a doctor when the submitted readings indicate that intervention is required.
This is made possible by using our People CDP (Customer Data Platform) to store and process data to ensure the highest levels of security without any impact on performance or patient experience.
The Magdalena Clinic was the first institution to work on integrating the chatbot into their patient treatment strategy. They focused on covering four primary use cases for patients suffering from high blood pressure and hypertension:
- Record and control blood pressure: Patients are guided through the process of recording and submitting blood pressure readings according to their personalized protocols, including reminders to submit at the agreed time. The chatbot is able to interpret the results and provide immediate feedback. If they are too high it can guide the patient through the hypertension protocol, or in extreme cases it can send contact details for seeking urgent medical attention.
- Tracking symptoms: Results submitted by patients are continually monitored by medical professionals. On a bi-weekly basis patients are sent a graphical summary of how their treatment is progressing via the chatbot, including personalized insights created by cardiologists to help manage their condition. This provides reassurance and is an incentive to keep using Megi to submit readings.
- Patient education: The chatbot supports patients by providing relevant information on how to manage their condition and ease daily life with a chronic illness. This helps reduce anxiety and aims to achieve greater adherence to the treatment.
- Connecting with a doctor: Megi provides an always-on link between the patient and the medical professionals at the clinic. Based on the readings that each patient submits, they get the appropriate level and urgency of care. In the case of unregulated BP values, Megi alerts the Telemedicine Center, which connects the patient with a doctor.
The solution was built using our chatbot building platform Answers and is maintained by two developers. The chatbot is not intended to replace the role of medical professionals, but to supplement primary patient care by making the patient experience as supported and stress-free as possible.
Result
86% CSAT score and 65% reduction in data collection time
When Magdalena Clinic went live with the Megi Health platform it had a positive impact almost immediately. When new patients book an appointment, they are now directed to start using the chatbot immediately to submit blood pressure readings. This means that by the time they meet with the doctor, there is already a body of quality data to refer to. This has resulted in a 65% reduction in the time taken to collect the data required to make a successful diagnosis.
With reminders from the chatbot, patients are more likely to submit regular results, not just when they experience a significant change. This helps doctors to identify small changes in blood pressure that may require adjustments to treatments – leading to better patient outcomes.
Just as important as the quantitative data is the positive impact on the overall patient experience. Patients have consistently commented that dealing with Megi is like speaking to a real person and mention the sense of comfort they get knowing that the service is always available and enables them to proactively take care of their health. As a result, the chatbot has received a CSAT score of 86% from users.
A valuable tool for any health care provider
The chatbot is generally available via the Megi Health platform and is now being used successfully by a number of healthcare providers, including polyclinics and pharmacies.
It is constantly being improved, with Infobip’s self-serve platform making it simple to make enhancements, test, and release updated versions. There are plans to upgrade the chatbot to use natural language processing (NLP) to achieve the highest quality of human-like conversation. The Megi platform is also working towards using AI to help provide more sophisticated analysis of patient data.
The Megi Health platform has shown that chatbots can play an important role in improving the quality of medical care. The benefits are amplified when the AI is underpinned by a data platform that ensures the chatbot has instant access to the patient’s live data record and can exchange information seamlessly and securely with the other systems that the clinic uses.
Nothing can replace the role of highly trained medical professionals, but initiatives like the Megi Health platform can support their work and maximize successful outcomes by ensuring the highest quality data and reducing stress and anxiety for patients.
Working with Infobip as part of the Start Up Tribe initiative has been instrumental in the success of the Megi project. Learning best practice in chatbot design and customer experience from Infobip’s experienced consultants has definitely accelerated the project and helped us to create a chatbot that is simple to interact with and that provides real value to our patients. Using the self-service platform, we get full access to all of Answers’ features, and we are excited about making further enhancements to make Megi even more helpful.”
Nina Šesto
CEO, Megi Health doo
Find out about other brands that have made chatbots work for them:
Company Profile
Megi Health doo
Megi Health, a burgeoning startup in the realm of digital healthcare solutions, emerged as a spinoff from the renowned Magdalena Clinic in the CEE (Central and Eastern Europe) region. Magdalena Clinic is a specialized 100-bed facility providing diagnostics, telemedicine, invasive cardiology, electrophysiology, cardiac and vascular surgery treatments to more than 20,000 cardiovascular patients annually with 250 health professionals.