How Viber Business Messages and Chat Center Help to Increase Online Engagement at IQVIA

A leading provider in the life sciences industry with about 86,000 employees and operations in over 100 countries sought to sought to add a customer communication channel that would help it increase engagement on its dedicated platform for healthcare practitioners.

The Client

IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. The company creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources, and extensive domain expertise. With approximately 86,000 employees, IQVIA conducts operations in more than 100 countries.

Challenges

Building Engagement on Its Dedicated HPC Panel: To improve its service offerings, it created a dedicated online platform – the HPC Panel community – for healthcare practitioners to have a chance to participate in its commercial research projects. Using the platform, healthcare practitioners would have a chance to register to be an investigator in a trial, participate in advisory board meetings, contribute to a market research study, and provide new insights on latest treatments and products. However, the portal suffered from low engagement as the company did not have any two-way communication channel via which they could invite the doctors to participate in market research conducted on the portal.

Low Response Rate of the Panel: The panel also faced the challenge of a low response rate to incoming questions from healthcare providers. This was due to lack of a channel that would facilitate easy, two-way communication.

Solution

The company realized the need for a channel that would facilitate direct, two-way communication and increase the panel’s engagement with its members. It decided to leverage edna’s Viber Business Messages and Chat Center solutions to enable fuss-free interactions. The main criteria for choosing edna was its affordable pricing, capabilities, licence, and query management.  After a quick installation process, Viber started being used to both send and receive a variety of messages. Messages could be sent inviting doctors to participate in market research, to share reminders from the IQVIA research team to redeem e-vouchers, to share referral programs where additional e-vouchers were offered for inviting new members, and so on. To ensure a high delivery rate and act in accordance with privacy laws, the company shared messages only with those who had consented to receiving them. Connecting the channel to edna’s Chat Center made it easy for the teams to respond to incoming messages more quickly, improving ease of communication.

Business Operation Manager
The Viber Business Messaging platform has helped us achieve a more than 90% increase in engagement rate with our HPC panel. We have a high delivery rate, with up to 67% of our messages being opened.

Results

The deployment of Viber Business Messages and Chat Center benefitted the company greatly.

  • More than 90% increase in engagement rate with HPC Panel
  • The open rate increased by upto 67%
  • The speed of message delivery increased to 5 messages per second

Results at a Glance

90%

increase in engagement rate

upto 67%

increase in open rate

5

messages per second

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