Suggestic case study
Suggestic improves health and wellness adherence with a richer, real-time messaging experience
Suggestic uses in-app chat and business messaging to help health and wellness companies connect with customers
Suggestic is a software as a service platform for health and wellness companies to deliver their own personalized nutrition, exercise, and coaching experiences for consumers. In-app communications to connect with customers is at the heart of Suggestic's user engagement strategy. Suggestic chose to partner with Sendbird for its in-app chat and business messaging capabilities.
"The integration of Sendbird Chat and Notifications with our platform is instrumental in how users interact with health and wellness providers to stay committed to their health goals."
Shai Rozen, Co-founder and CPO at Suggestic
Need for a secure, HIPAA-compliant, and scalable communications platform to handle sensitive health data
Suggestic faced the dual challenge of fostering a supportive and interactive community for its clients’ users while ensuring the security and compliance of its services as the customer base grew. The platform needed a solution that could offer real-time chat, increased engagement, and in-app notifications without compromising on performance or user privacy. “Sendbird's scalable architecture combined with robust data protection measures made them a perfect partner for Suggestic,” claims Shai Rozen, Co-founder and CPO at Suggestic.
Hence, Suggestic chose to build the chat functionalities of its telewellness delivery platform with Sendbird. Sendbird Chat enables Suggestic to offer a real-time messaging feature, connecting users with nutritionists and health coaches for instant two-way feedback, advice, and motivation. This feature not only personalized the user experience but also built a community atmosphere within the app, making health journeys feel less isolated.
Declining effectiveness of push notifications leads Suggestic back to Sendbird for in-app notification center
Suggestic had used CleverTap to send push notifications from its platform apps to end users and noticed that open rates and performance of these messages declined over time. “People have just stopped responding to push notifications because they receive so many of these from apps each day. We found out that some of our clients started sending messages through SMS instead to improve open rates, but that approach becomes very expensive,” explains Rozen. So the Suggestic team wanted a message inbox for apps built on our platform where business messages can be richer and saved. “We thought about building this solution ourselves, but once we saw how robust Sendbird Business Messaging was, we quickly tested it and implemented it in a week.”
Without a high level of effort, Rozen and his team integrated Sendbird Business Messaging with Clevertap which allowed Suggestic to use Clevertap’s message triggers and segmentation rules with Sendbird’s robust business messaging platform to store the feed of messages so they persist in the app.
"What’s great about Sendbird Notifications is that they don’t disappear and there is more space to add important context to make the message more useful compared to push notifications. For example, we built actionable buttons inside our notifications so one of our clients uses it to promote upcoming wellness classes that customers can click to book directly from the message itself."
Shai Rozen, Co-founder and CPO at Suggestic
Sendbird Business Messaging helps users navigate their health journey in a way that improves program adherence
By persisting in the app, Sendbird Business Messaging makes it easier for users to see them and stay focused on achieving their health goals. The real-time interaction and timely messages have significantly increased end user engagement with apps built on the Suggestic platform. “The increase in user engagement with our apps has also improved adherence to health programs offered by our clients,” explains Rozen. “This has meant higher retention rates for our customers’ apps and better health outcomes for their end users.”
Richer, real-time communication improves the digital health experience
The strategic integration of Sendbird Chat and Business Messaging into Suggestic's telewellness delivery platform has been a game-changer in how personalized health and wellness is delivered and experienced. It underscores the importance of richer, real-time communication in building an engaged user base. As Suggestic continues to scale and evolve its platform, its partnership with Sendbird is instrumental to its delivery of a more interactive, personalized, and supportive telewellness experience.