About Affinity Health

Learn how Affinity Health is using WhatsApp chatbots and live chat to boost its customer service efforts and manage over 17,000 customers every month.

The challenge

Affinity Health opened a call centre to serve lower LSM members before using WhatsApp. Although WhatsApp was considered as their solution, the Affinity Health team was uncertain due to the cost and availability of data, WhatsApp adoption, smartphone penetration, and user interaction with WhatsApp.

Making healthcare accessible

By partnering with Cue, Affinity Health was able to make healthcare even more accessible. The team scaled member support without an increase in call centre costs. WhatsApp allows the support team to move chats between relevant teams, eliminating the need for traditional, annoying call transfers.

How Affinity’s WhatsApp chatbot works

To efficiently handle member inquiries at scale, Affinity Health launched a chatbot on WhatsApp, backed by a dedicated team of agents. Existing and potential members can chat with Affinity Health using the app and get assistance in real-time.

When a customer messages Affinity Health on WhatsApp, they’ll first interact with the chatbot that asks for key details like their full name, ID number and contact information to securely retrieve the account if they are a member.

Once a customer has submitted their details, Affinity live agents are on standby to help in real-time. Affinity is now able to efficiently and conveniently manage over 17,000 customers and was able to reduce customer service costs by 73%.

Get affordable healthcare with Affinity Health

With more than 17,000 customers to manage on a monthly basis, Affinity Health needed to meet their customers where they spend their time. Chatting on WhatsApp is a convenient and faster way for members to access support. Chat with Affinity Health on WhatsApp today.