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Case Study

Democratizing Healthcare: How Altibbi Uses Wati to Engage Millions of Users Across the Arab World

About Altibbi

When you look between the crevices of desert sun reflecting, towering metropolises of the Arab world, you’ll find a quieter reality: 400+ million people who require access to basic medical information and care. While the likes of WebMD served the global west, Arab-first countries needed a local, more nuanced library of health care information.

By hosting the world’s largest library of Arabic medical content, spanning over 2 million pages of verified information, and by facilitating more than 5 million telehealth consultations, Altibbi has democratized healthcare across 10+ countries.

Before and After: The Wati Transformation

Before Wati

High volume of inquiries managed manually via Tawk, leading to slower response times.

Limited ability to run bulk messaging or retargeting campaigns effectively.

Lower engagement and conversion due to manual follow-up constraints.

Lack of robust reporting and real-time data access for growth decisions.

Scaling required more headcount and resources to manage chat volumes.

Struggled with complex tools that lacked intuitive interfaces for the team.

After Wati (The Impact)

Automated routine queries with chatbots, allowing for instant "20-second" response windows.

Seamless bulk campaigns & personalized retargeting to drive user growth.

Conversion rates increased from 13% to 20% through improved click-to-chat efficiency.

Real-time analytics and data access via Webhooks and APIs for informed decision-making.

Handled significantly higher chat volumes without increasing resources or headcount.

Fast onboarding with an easy-to-use interface and dedicated support/weekly check-ins.

We discussed Altibbi’s mission, their (good-to-have) customer communication problems and how they overcame them using Wati with
Bushra Jaber, Head of Growth.

The Problem

Bushra oversees user acquisition, experience, and engagement, optimizing communication strategies, and ensuring that Altibbi’s growth initiatives are supported by efficient tools and processes.

And when you are one of the largest providers of health communication and consultations in a rapidly evolving region, you have a very, very large customer base to cater to. “One of the main challenges we faced was managing high volumes of user inquiries and ensuring timely, helpful responses on customers' preferred channels,”

— Bushra

WhatsApp is the Arab world’s preferred communication channel, with 80%+ penetration and almost everyone opening it at least once a day. Altibbi needed to meet their customers where they already are.

“Our previous solution, Tawk, made it possible to chat with users but was limited in automation, bulk messaging, and reporting. Hence, managing high chat volumes manually became increasingly challenging. Following up on user queries, sending campaigns, and analyzing engagement data were all time-consuming processes,”

— Bushra

Altibbi needed a better way to manage and scale communication with users seeking access to doctors. The team was spending significant time on repetitive tasks, like answering basic questions and sending follow-ups. This not only required more resources but also slowed their response times and limited their ability to scale user engagement effectively.

“We did explore more tools to solve this problem: Tawk, MessageBird, Vonage, Turn, and Freshchat. However, they lacked automation, robust reporting, and the ability to run large-scale campaigns efficiently. This made it difficult to scale our communication and engagement efforts,”

— Bushra

The Success

“In our quest to find a WhatsApp-based, yet cost-effective, customer communication tool, we discovered Wati. And we immediately realized that Wati is what we have been searching for: a solution that could handle high chat volumes efficiently,”

— Bushra

There were a few things that caught Bushra and Altibbi’s eyes immediately:

1. Automation capabilities through chatbots to handle basic user queries.

2. Easy bulk campaigns and retargeting options.

3. Real-time reporting and data access via Webhooks and APIs.

“Wati allowed us to automate routine questions, run campaigns at scale, and access real-time engagement data, all in one platform. On top of that, the interface was very easy for our team to use, so onboarding was fast and training time was minimal,”

— Bushra

Before Wati, Altibbi struggled to handle high chat volumes manually, which slowed follow-ups and limited engagement. Now with Wati, they can respond faster, automate repetitive queries, run bulk campaigns, and track engagement in real time. This has improved conversion rates, retargeting, and overall user satisfaction.

The Altibbi team quickly adapted to the platform thanks to its intuitive interface, and the regular follow-ups and check-ins from Wati ensured that any issues were resolved promptly.

The Success

While Altibbi started with Wati for customer communication, the partnership has more recently evolved into a growth journey through communication. These are a few top use cases where Atibbi uses and loves Wati:

There were a few things that caught Bushra and Altibbi’s eyes immediately:

• Managing a high volume of customer enquiries and chats efficiently

• Bulk campaigns and user retargeting with automations

• Growth decisions made easy with real-time analytics

• Faster and automated responses to basic subscription queries

This clear vision, supported by Wati’s capabilities, Altibbi has seen:

• Higher chat volumes handled without increasing resources or headcount

• Increased click-to-chat and conversion rates from 13% to 20%

• More effective follow-ups and user engagement

• Reduced manual workload through chatbots and AI

“The Onboarding was smooth and intuitive, and support has been responsive and helpful whenever needed. While the platform’s easy-to-use interface meant our team could start using it effectively from day one, weekly calls and regular follow-ups whenever we have an issue have been especially valuable.”

— Bushra added that we cannot overlook the human and relational aspect as well.

The Future

Bushra and Altibbi have been more than customers, their feedback on product and UX also helps us improve Wati, especially for the Arab world.

“We are in here for the long run. We plan to expand automation, increase engagement through personalized campaigns, and leverage Wati for even higher volumes of user communication while maintaining excellent service. It’s a key tool in our growth and user engagement strategy and will remain so,”

— concluded Bushra.