Healthcare providers in Kenya to adopt automated, omnichannel communication solutions to improve patient experiences both in-person and at home. This was the overarching message by Infobip during a “Digital Pulse” CEO’s Roundtable event, hosted in Nairobi by M-TIBA, a prominent health insurance technology platform.
Rachel Njiru, Director of OP Africa at Infobip, highlighted the importance of equipping healthcare institutions with digital omnichannel solutions, saying these advanced communication tools not only boost patient loyalty and satisfaction but also help reduce operational costs.
“Infobip offers a comprehensive suite of capabilities, including our omnichannel communications platform, Cloud Contact Centre as a Service, AI-enabled chatbots with drag-and-drop functionality, automated customer engagement, customer data platforms, as well as identity and security solutions,” said Njiru.
By enabling providers to connect with patients through their preferred digital channels—such as WhatsApp, Messenger, Live Chat, SMS, and more—healthcare services can be significantly enhanced.
Utilizing a single omnichannel platform to engage with patients across various digital channels not only reduces patient wait times but also minimizes missed appointments, leading to higher overall patient satisfaction.
By implementing smart solutions such as chatbots and a cloud contact center, patients can autonomously resolve queries, increasing efficiency and reducing workloads for healthcare staff. This shift allows healthcare professionals to dedicate more time to patient care rather than manual tasks.
Njiru also highlighted the untapped potential for health insurance companies to leverage connected data and technology to improve services. She envisioned a future where insurers use real-time health data to proactively identify risks, personalize coverage, and empower individuals to manage their well-being effectively.
“By leveraging connected data and technology, health insurers can revolutionize their operations, improve patient outcomes, and reduce costs,” Njiru remarked. “From telemedicine and wearable devices to AI-powered diagnostics and blockchain-enabled security, the possibilities are endless.”
Infobip’s omnichannel communication solutions empower insurers to deliver personalized experiences to policyholders, fostering growth and loyalty through deeper customer insights and tailored messaging across preferred channels.
By adopting an omnichannel approach and developing conversational channels such as WhatsApp and Messenger, insurance companies can enhance customer engagement and operational efficiency. Leveraging customer data, intelligent workflows can be created to deliver contextual messages to policyholders at the right time and through the right channel.
The integration of digital contact centers and chatbot-building platforms enables insurance companies to personalize customer support, leading to higher satisfaction levels and increased loyalty among policyholders.