Transforming customer service efficiency: How SleekFlow streamlined communication for Human Health

Offering a comprehensive range of medical and health related services to the Hong Kong public, Human Health is one of the largest private healthcare groups in the city. Established in 1997, the group provides services that include general and specialized medical care, dental care, Chinese medicine, health checks, vaccinations, and even supplement retail. Serving a diverse range of customers, Human Health operates nearly 60 service points across Hong Kong. 

Market driven need for Digital Transformation

Driven by shifts in population demographics and cultural trends, Human Health has seen a sharp increase in customer inquiries across multiple communication platforms. As a result, customer service representatives have struggled to manage the growing volume of inquiries, as traditional phone call communication became inadequate.

As part of its long-term development strategy, Human Health has prioritized digital transformation. The goal was to offer better services by adopting modern technologies, keeping pace with the evolving demands of the market, and ensuring greater convenience for their customers. Faced with mounting pressure from rising customer expectations and communication volume, they sought an efficient platform to streamline these processes.

Challenges encountered by Human Health

Overburdened customer service teams

In the past, customer service teams at Human Health handled incoming customer inquiry through phone calls, this meant the team could only manage around 30-40 inquiries a day. However, as communication platforms such as WhatsApp and social media grew more popular, customer inquiries rapidly grew in volume. The team was soon overwhelmed by the need to manage multiple platforms simultaneously, handling hundreds of queries daily. This created a significant strain on the team, resulting in slower response times and, in some cases, customer attrition.

Lack of automation and efficiency

Another challenge was the manual process involved in service bookings, which required customers to fill out forms and provide detailed information via text messages. This not only created a cumbersome experience for the customer but also increased the risk of customers abandoning their enquiries due to perceived inconvenience. Additionally, managing different communication platforms like phone calls, emails, and WhatsApp individually created inefficiencies, as agents constantly had to switch between platforms, leading to further delays and confusion.

Limited promotion of medical services, high demand for personalization

The healthcare industry is relatively sensitive around regulations on promotions, and as a result, Human Health is generally only able to do simple push notifications or deliver promotional messages through follow-up interactions with customers. With these restrictions, Human Health relies on highly personalized promotional content to maintain a certain level of promotional effectiveness.

SleekFlow's solution for Human Health

Seamless integration with multiple platforms

Human Health partnered with SleekFlow to solve these challenges, recognizing its potential to integrate various communication channels into a single platform. SleekFlow's omnichannel platform allowed Human Health to bring together messages from different channels all in one unified inbox, providing a centralized solution for customer support and engagement. By consolidating all communication platforms, agents no longer had to juggle multiple channels, significantly reducing workload and improving response times.

WhatsApp Automation Flow

A standout feature that helped to streamline their customer engagement processes was SleekFlow's Flow Builder, integrated with WhatsApp Flows. This allowed customers to easily fill out service booking forms via WhatsApp Flows, reducing friction in the booking process. The automated response system also ensured that customer inquiries were handled promptly without requiring human intervention, providing a more convenient and faster service experience for customers. This not only saved time for both customers and staff but also enhanced overall customer service quality.

Improved customer service with personalization

By using automation and message templates with dynamic variables, Human Health could personalize customer interactions and promotions while keeping operational costs in check. The ability to set up automated responses for frequently asked questions helped reduce mundane replies and minimize the need for extensive staff training. Additionally, agents could take the time to review customer details before responding, leading to more thoughtful and accurate replies, especially for sensitive issues like complaints.

Results

Increased efficiency in customer engagement and promotion rollout

The impact of SleekFlow was immediately apparent: the same customer service team that once handled only 30 to 40 inquiries per day was now able to manage 3 to 4 times that volume. By utilizing the automation and streamlined workflow features, the team was able to process hundreds of inquiries daily across multiple platforms without sacrificing quality.

The integration of SleekFlow also made it much faster and easier for Human Health to launch targeted promotional campaigns. The time required to run promotional offers was reduced by over 50%, making it possible to quickly identify and personalize offers to customers who were most likely to convert. This resulted in more successful promotions and better engagement with customers.

The partnership between Human Health and SleekFlow has enabled the company to scale its operations efficiently and meet the increasing demands of the healthcare industry. By leveraging SleekFlow's multi-channel integration and automation features, Human Health was able to enhance both the speed and quality of its customer service, reducing staff burden and enhancing customer satisfaction. The success of this transformation demonstrates how leveraging the right technology can streamline operations and improve service delivery, ultimately benefiting both the business and its customers.

About Human Health

Human Health is one of the largest private healthcare groups in Hong Kong, offering a comprehensive range of medical and health-related services to the public. Established in 1997, the group provides services that include general and specialized medical care, dental care, Chinese medicine, health checks, vaccinations, and even supplement retail. Serving a diverse range of customers, Human Health operates nearly 60 service points across Hong Kong.