The enquiry that went to another clinic
A patient enquiring about treatment is usually asking more than one clinic at once. The one that replies first gets the appointment, because there is nothing to keep the patient waiting for a second answer. A reply that arrives hours later arrives after the decision has already been made somewhere else.
This is the only problem where you lose to a competitor
A patient who never returns is lost to inertia. A patient who never gets a reply is lost to a specific rival clinic who answered faster, on the same day, about the same treatment.
That makes slow replies the one leak where somebody else is directly and immediately better off. It is also the least visible, because the enquiry sits in a WhatsApp thread nobody marked as lost.
Why replies slip even in a well-run clinic
Enquiries arrive on the same phone the desk uses for everything else, in between patients. Answering properly means checking the calendar, knowing what the treatment costs and knowing which doctor does it, so the message gets postponed to a quieter moment that does not come.
By the time someone gets to it, the thread is cold. The patient has either booked elsewhere or stopped thinking about the treatment entirely.
Replying while the patient is still deciding
Insor answers the enquiry immediately, by call and on WhatsApp, with the clinic's own answers about services, timings and what the doctor treats. It books the slot in the same conversation rather than promising someone will get back.
Every template is approved by the clinic once, before anything goes out, in the languages its patients actually use.
Questions doctors ask
- How fast is fast enough for a patient enquiry?
- Fast enough to reach the patient before they contact the next clinic, which in practice means minutes rather than hours. The precise threshold matters less than the ordering: an enquiry answered while the patient is still deciding converts, and one answered afterwards is competing against a decision already taken.
- Will it answer questions about treatment cost?
- It answers with the clinic's own prices, services and policies, approved in advance by the clinic. It never improvises a number. Anything clinical, including whether a treatment is suitable for a particular patient, is passed to the doctor rather than answered.
- Does this work on WhatsApp?
- Yes. Insor reaches patients by call and on WhatsApp, which is where Indian patients actually reply. There is no SMS blasting and no email campaigns, because both get ignored and neither is how a patient expects a clinic to contact them.