How Healthians Improves CSAT by 36% with a Consultative, Omnichannel Solution

Learn how Healthians meaningfully engages customers through phone calls and WhatsApp to boost customer satisfaction and lead conversions.

About Healthians

Healthians, one of India’s leading health tech brands, provides diagnostic and pathology solutions to millions of Indians every day. They believe in harnessing technology to make the lives of each of these patients easier.

This fast-growing start-up continually seeks solutions that help build meaningful relationships with their patients and make the diagnostic experience more pleasant and effortless for them.

Whenever there has been a new option, feature, or way of communicating with customers, Ozonetel is the first to bring it to us and this has given us many competitive advantages. Their onboarding and support have been exceptional because of which we have been able to implement a successful WhatsApp strategy

Akhil Gupta
VP-Engineering, Healthians



CCaaS Platform on WhatsApp

Virtual Number Masking

Intelligent Routing

Sticky Agent


Custom Integration

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  • 36%
    Higher CSAT
  • 53%
    Higher Conversions

Business Challenge

Healthians wanted to make it easy for their patients to book a test from anywhere, while also building a more meaningful relationship with them.


With our solution, they provided patients with personalized communications and a consistent point of contact across calls, WhatsApp, and digital channels.


This personalized, omnichannel solution was highly successful. Patients responded positively to having the same advisor across channels and were engaging more — especially over WhatsApp — leading to higher customer satisfaction (CSAT) and conversions across campaigns.

  • 36% higher customer satisfaction (CSAT)
  • 56% higher conversions
  • 100% Compliance with patient confidentiality
  • Seamless patient journeys

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