Business Platform
Be@me
Improving patient engagement with WhatsApp
Brand
WhatsApp Business Solution Provider
The international dental services provider combined ads that click to WhatsApp with an automated chat experience designed by SleekFlow, a Meta Business Partner, resulting in a 6X increase in bookings and a 38% reduction in cost per lead.*
6X
increase in appointment bookings, compared to previous year*
38%
reduction in cost per lead, compared to previous year*
4X
increase in patient conversations, compared to previous year*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
A global dental brand
Be@me is a global health technology services provider that specializes in teeth aligners, whitening and general dentistry, with offices across the Asia-Pacific region, US and UK.
Their Goal
____
High-volume customer service
Previously, Be@me used the WhatsApp Business app to manually track and reply to patient inquiries that came from either paid or organic site traffic. While this approach was effective, Be@me needed an automated solution to more effectively address the hundreds of inquiries its business received each day, acquire new customers, field patient inquiries and make appointment bookings easier.
Their Solution
____
Automated patient services in WhatsApp
Be@me partnered with SleekFlow, a Meta Business Partner specializing in automated conversation solutions, to develop a new chat experience for its customers that would allow its patient services team to spend less time responding to messages and more time on other important tasks. SleekFlow managed Be@me’s integration with WhatsApp Business Platform to develop the new, scaled-up approach.
The team added WhatsApp buttons to Be@me’s Facebook page and website to field organic customer inquiries. To reach new customers through paid marketing, the team developed a campaign of ads that click to WhatsApp, combined with Advantage+ placements, to deliver ads to people 18-64 in Hong Kong and Australia across the Meta-owned platforms where they were most likely to engage.
“By combining ads that click to WhatsApp with a redesigned booking and customer service experience, we’ve been able to develop a meaningful one-on-one patient strategy that continues throughout the patient journey, from clicking on an ad to asking important questions and booking appointments with our dentists and technicians through WhatsApp.”
Samson Fong
Regional Head of Marketing, Be@me
After clicking an ad or button, patients were directed to the new automated chat experience managed by SleekFlow, where they could find answers to frequently asked questions, redeem promotions, book appointments, schedule virtual consultations and more.
Be@me and SleekFlow also used WhatsApp Business Platform to send marketing messages to re-engage leads and encourage coupon redemptions, as well as notifications to confirm bookings, remind patients of appointments, share traffic maps to Be@me’s clinics and more.
Their Success
After switching to WhatsApp Business Platform, the team measured its results for a full year (May 1, 2023-April 30, 2024) and found that its new messaging experience delivered:
____
- 6X increase in appointment bookings, compared to previous year*
- 38% reduction in cost per lead, compared to previous year*
- 4X increase in patient conversations, compared to previous year*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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