Swiftsell Case Study: Epoch Elder Care streamlines customer engagement with WhatsApp+AI

Epoch Elder Care is a leading elder care brand in India, providing premium assisted living, dementia care, and palliative services for seniors. With centers in Pune and Gurgaon, Epoch is known for offering compassionate, high-quality care through a combination of medical expertise and personalized support.

As inquiries for elder care services grew — both from families seeking immediate admission and those exploring future options — Epoch faced a new challenge: managing and responding to a rising volume of WhatsApp messages from prospective families and existing residents’ contacts.

While the website and ads were generating high traffic,without automation, response delays were frequent, and valuable leads were at risk of being lost.

Epoch needed a solution that could:

• Handle high inbound message volumes from WhatsApp ads
• Automatically qualify and route inquiries by care type (Assisted Living, Dementia, Parkinson’s, etc.)
• Send outbound messages for OTP verification, follow-ups, and marketing campaigns
• Maintain a personalized, human touch throughout each interaction

Solution: Swiftsell’s WhatsApp Engagement Engine

Swiftsell implemented a WhatsApp API-based automation solution tailored to Epoch Elder Care’s inbound and outbound communication needs.

For Inbound Engagement

• Automated Conversation Flows: When a user clicks on a WhatsApp ad, the chatbot greets them and instantly shares care options such as Assisted Living, Recovery & Rehabilitation, Mental Health Well-being, Dementia Care, and Palliative Care.
  
  
• Contextual Responses: Each selection triggers a personalized message explaining the care service, helping families quickly understand which program fits their needs.
  
  
• Smart Routing: If a family wants to speak with a care advisor, the bot instantly hands over the conversation to the relevant team member on WhatsApp — ensuring real-time human assistance.
  
  
• Centralized Data Capture: Every inbound message is logged automatically, creating a structured database of inquiries categorized by care programs.

For Outbound Campaigns

• OTP Verification & Follow-ups: Swiftsell automates OTP verifications for form submissions and follow-up reminders, ensuring smooth onboarding for prospective residents.
  
  
• Personalized Broadcast Campaigns: Epoch’s marketing team leverages Swiftsell to send targeted campaigns — directly over WhatsApp.
  
  
• Performance Analytics: Every campaign is tracked in real time, providing visibility into open rates, click-throughs, and response behavior.

Results

• 62% Faster Inquiry Response Time
  Automated WhatsApp flows ensured instant replies to ad-driven inquiries, reducing manual handling time and improving first-response speed.

• 38% Increase in Lead Qualification Efficiency
  AI-driven routing and structured flows helped the Epoch team identify care-type-specific leads faster, cutting down manual back-and-forths.

• Higher Conversion from Click-to-WhatsApp Ads
  Visitors clicking ads were no longer dropped at the message stage — they were greeted, guided, and converted directly within WhatsApp.

• Improved Resident Family Engagement
  Outbound campaigns kept families informed about upcoming events, care updates, and wellness initiatives, creating a stronger brand connection.

• Unified Communication Dashboard
  All inbound and outbound conversations were centralized on Swiftsell’s dashboard, giving the Epoch team a clear view of message volume, lead progress, and campaign performance.

Customer Voice

“Before Swiftsell, we had to manually respond to every WhatsApp message that came in from our ads. Now, conversations are instant, contextual, and routed to the right team member within seconds.
Swiftsell has helped us simplify communication for both new inquiries and existing families, all while saving hours of manual effort each day.”
— Marketing & Operations Team, Epoch Elder Care

Conclusion

With Swiftsell’s WhatsApp automation, Epoch Elder Care has turned its most-used communication channel into a powerful engagement and conversion engine.

From managing inbound service inquiries to automating OTP verifications and running outbound family campaigns, Swiftsell ensures every interaction — whether automated or human-assisted — is timely, empathetic, and measurable.

Epoch now operates with a scalable, 24×7 WhatsApp engagement system that strengthens family trust, accelerates lead handling, and supports its mission of delivering patient-centered elder care at every step.