Circle Health is a holistic health and functional medicine practice in Berlin. Their holistic approach combines traditional healing methods with modern medical therapies.
With a high volume of phone calls, a solution had to be found. Appointment confirmations and customer support via WhatsApp Business brought the necessary improvement. Since March 2024, Circle Health has streamlined its processes. Thanks to the Zapier integration, appointment confirmations are now sent automatically via Superchat, and customers appreciate the fast and targeted support they receive directly via WhatsApp.
How Circle Health benefits from Superchat
- Fully automated appointment reminders via Superchat's automation and integration features
- GDPR compliant WhatsApp chats via the WhatsApp Business API
- Easy integration of Superchat into existing software system
What convinced Circle Health about Superchat?
In the hustle and bustle of everyday life, it's easy to lose an appointment. Circle Health is aware of this, but simply accepting it is not an option for them.
As a first approach, they tried to remind customers of their appointments by sending email confirmations and text message reminders. Unfortunately, this did not reduce the no-show rate sufficiently.
The problem of high telephone usage also persisted. Customers were regularly calling with minor uncertainties and simple questions, which meant that several staff members were fully occupied with phone calls.
Looking for a modern form of customer communication that could solve these problems, Circle Health quickly came across Whatsapp Business.
In their search for the right provider, Superchat won them over: By using the automation and integration features, Circle Health can fully automate appointment reminders and drastically reduce phone usage by integrating different channels.
Whatsapp Business has now been in use at Circle Health since March 2024 and customers are delighted, as evidenced by the more than 2,000 messages received on Whatsapp and Instagram since then.
Superchat success indicators
- 50% reduction in phone usage since Superchat launch
- Open rates of almost 100%.
- Reachable through key communication channels
How Circle Health uses Superchat
Automatic appointment reminders
When an appointment is booked in Circle Health's internal system, a sophisticated process is immediately set in motion. Thanks to the integration with Zapier, an appointment confirmation is sent via WhatsApp immediately after the booking - fully automatically.
A reminder is then sent the day before the appointment, giving the customer the opportunity to reschedule if necessary.
By implementing Superchat, Circle Health has significantly simplified and modernised the booking process and reduced no-show rates.
Superchat's automation and integration capabilities are almost limitless. By connecting directly to Zapier and Make, Superchat enables seamless integration with over 6000 other tools such as Hubspot, Calendly, Google Workspace, etc. Coupled with Superchat's automation feature, standard enquiries can be answered fully automatically or birthday greetings can be sent automatically.
Direct customer support via WhatsApp and Instagram
The practice doesn't just use Superchat to send appointment confirmations and reminders. With WhatsApp and Instagram, the team is offering patients two new, intuitive channels.
To make contacting via Messenger as easy as possible, patients can find the number directly on the Circle Health homepage. A click-to-chat button on the website takes visitors directly to the practice's chat, where they can ask questions or request an appointment.
Incoming messages are collected in a universal inbox. The inbox provides a central place to organise messages received via WhatsApp, Instagram or email. Communication is clearly organised and messages never get lost.
Multiple people can work here at the same time. Messages are assigned to team members, labelled and supplemented with notes if necessary.
Time and effort spent on multiple communication channels is a thing of the past. Superchat acts as a central communication interface and facilitates daily contact with patients, as well as making and allocating appointments.