Case Studies > Jio Health Hub Enhances User Engagement and Growth with WhatsApp Chatbot

Jio Health Hub Enhances User Engagement and Growth with WhatsApp Chatbot

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Healthcare & Hospitals
Use Cases
  • Real-Time Location System (RTLS)
  • Track & Trace of Assets
About The Customer
Jio Health Hub is a health app developed by Reliance Jio, one of India's leading telecom providers. The app offers a variety of health services from India's leading healthcare providers. It aims to provide a comprehensive health companion to its users, offering services like booking consultations, accessing health reports, and more. The Jio Health Hub team is constantly looking for innovative ways to engage with users, improve registrations, and provide real-time support on newer channels.
The Challenge
Jio Health Hub, a health app by Reliance Jio, was seeking innovative ways to engage with users, improve registrations, and provide real-time support on newer channels. The team identified WhatsApp, a platform widely used across urban and rural India, as a potential medium to disseminate information and attract more users to the Jio Health App. The challenge was to offer users information and support in their preferred languages. The Jio Health Hub team also aimed to acquire users and boost registrations via WhatsApp and drive traffic to the Jio Health App. Additionally, they wanted to provide a simple way for customers to book consults and access reports.
The Solution
To address these challenges, Jio Health Hub partnered with Haptik to build 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, to complete the registration procedure. The bot is multilingual, available in both English and Hindi, making it accessible to a wider audience. The Jio Team is now looking to migrate this experience to Google Business Messages as well.
Operational Impact
  • The implementation of the JIVA chatbot on WhatsApp has significantly improved Jio Health Hub's user engagement and registration process. The chatbot has made registrations easy and accessible to all, leading to a 21% growth in users through WhatsApp. The multilingual feature of the bot has also ensured that users receive information and support in their preferred languages. The success of this initiative has led the Jio team to consider migrating this experience to Google Business Messages, further expanding their reach and accessibility.
Quantitative Benefit
  • 29% of users are shown relevant products
  • 20% add to cart rate
  • 70% cart to checkout conversion

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