Jio Health Hub Grows Its User Base with WhatsApp
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Jio Health Hub
- JIVA
- Haptik Proactive Messaging
Tech Stack
- Haptik
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Jio Health Hub is a product by Reliance Jio, a major telecommunications company in India. The app offers a variety of health services from India's leading healthcare providers. It aims to engage users by providing real-time support and improving registrations through innovative channels. The app is designed to cater to a wide range of users, including those in both urban and rural areas, by offering services in multiple languages. Jio Health Hub is part of Reliance Jio's broader strategy to integrate digital solutions into everyday life, making healthcare more accessible and user-friendly. The company is known for its large-scale operations and its ability to leverage technology to meet consumer needs.
The Challenge
Jio Health Hub was looking to offer its users information and support in their preferred languages. Given the widespread popularity of WhatsApp, which is widely used across both urban and rural India owing to its user-friendly interface, they saw an opportunity to leverage this platform to disseminate information and attract more users to the Jio Health App. The Jio Health Hub team also wanted to acquire users and boost registrations via WhatsApp and drive traffic to the Jio Health App. Along with responding to inquiries from new customers, the team also was looking to provide a simple way for customers to book consults and access reports.
The Solution
To enhance user engagement and provide multi-channel support, Jio Health Hub joined forces with Haptik to create a WhatsApp chatbot called 'JIVA'. JIVA serves as a health companion and caters to Jio Health Hub users in real time. Using Haptik’s Proactive Messaging solution, the Jio Health Hub team sends appointment reminders to users on WhatsApp. This bot also drives new registrations on WhatsApp by prompting users to provide specific information, such as gender and date of birth, in order to finish the registration procedure. The multilingual capability of JIVA, available in both English and Hindi, ensures that it can cater to a diverse user base. The Jio Team is now looking to migrate this experience to Google Business Messages as well so that users can simply start chatting with JIVA the minute they search for Jio Health Hub on Google.
Operational Impact
Quantitative Benefit
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