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How Evercare Health Automated Lead Qualification and Routing with Wati
About Evercare Health: Every enquiry needs the right path, fast
Families looking for care expect a fast, clear answer. Evercare Health Limited, a Hong Kong-based caregiving and home healthcare provider, connects families with professional caregivers. Its team handles a steady stream of WhatsApp enquiries from families seeking care (B2C), corporate partners (B2B) and caregivers looking for work, and each one needs a different follow-up path. Sorting every enquiry by hand slowed the first reply and cost the sales team time.
The Wati transformation at a glance
Job-seeking caregivers took up sales time before being disqualified
Leads could wait hours for a first reply
Unqualified leads are filtered up front and redirected to the onboarding team
Every lead gets an instant chatbot response the moment they message
The Challenge
Before Wati, every incoming WhatsApp lead had to be identified and assigned by hand. Staff messaged each lead to ask whether they were B2B, B2C or a job-seeking caregiver, a slow process prone to delays and errors. A significant share of messages came from caregivers looking for work rather than families seeking care, and without automatic filtering the sales team spent valuable time contacting and disqualifying them. Leads could wait hours for a first reply, which hurt conversion in a market where families expect immediate answers about care arrangements.
The Solution
Evercare implemented Wati on the Pro plan with a sales-focused setup. Chatbot flows identify each lead's type (B2B, B2C or caregiver) up front, capture care requirements in advance, route qualified leads to the right team and redirect job-seeking caregivers to the onboarding team. Custom Attributes and Zapier push lead data into HubSpot automatically, so sales is notified in one central hub and follows up warm and informed. Quick replies (Reply Material) let staff answer common enquiries in seconds, broadcast campaigns alert caregivers to last-minute open shifts, and inbox and sales analytics track performance.
"The Wati chatbot replaced our manual verification steps. It identifies whether a lead is B2B or B2C, filters out unqualified leads up front, and redirects them to the right team, saving our sales team significant time."
— Evercare Health, Hong Kong
The Results
Why Wati
Evercare chose Wati as the most prominent WhatsApp Business API provider in the Hong Kong market. WhatsApp is the default channel for Hong Kong families, and Wati gave Evercare a familiar enquiry channel alongside calls and web forms, with the automation depth to qualify and route every conversation.
Features used: Chatbots & Automated Rules, Quick Replies (Reply Material), Broadcast Campaigns, Custom Attributes, Zapier/HubSpot Integration, Inbox & Sales Analytics.