Where the service stopped
The counter and WhatsApp were competing for the same person.
During office hours, the receptionist answered questions about procedures, prices, and schedules while also attending to patients already in the clinic. Messages piled up. At night and on weekends, patients had to wait to schedule appointments, and many sought out another clinic.
The problem persisted even after scheduling: a forgotten appointment left an empty slot, while follow-up reminders and satisfaction surveys were postponed. It was necessary to integrate these steps into the patient care routine.
The reception desk was closing for the day. The messages kept coming.
Illustrative image from the ByteClínicas page. It does not depict the clinic in this case study.The contribution of Bytebio
First, understand the routine. Then, set up the service.
A Bytebio The study mapped how patients arrived, what questions they had, how specialists' schedules worked, and where the reception encountered difficulties. This survey guided the rules for automated patient care.
ByteClínicas was configured to respond with clinic information, check available times, and schedule appointments within the conversation. Kommo He began compiling records for each patient and their treatment, linking what was said on WhatsApp to the team's work.
The information gathering prepared the team for the handover: what the patient was looking for and what they reported was recorded. When human interaction was necessary, the reception staff took over, taking a record of the conversation. The clinical evaluation continued with the healthcare professional.
The clinic provides the service information and sets the rules: what hours to offer and when the reception should take over. Bytebio It configures the connections and monitors the operation.