Headquarters
California, USA & Chennai, India
Type
B2B
Use Case
Customer Experience
Industry
Healthcare
About Twin Health
Twin is a health care company headquartered in California, USA and Chennai, India. Twin Health invented the Whole Body Digital Twin™ to help reverse, improve and prevent chronic metabolic disease. Powered by artificial intelligence, the Whole Body Digital Twin™ is a dynamic representation of each individual’s metabolism. Everyone’s metabolism functions uniquely. The Whole Body Digital Twin™ continuously learns about each person and provides precise insights for improving health. Twin’s clinical research team is conducting the world’s first randomized controlled trial for reversing chronic metabolic disease using digital twin technology; results include 92% of patients eliminating diabetes medications. Combining cutting-edge technology and advanced medical science, Twin Health addresses the root cause of metabolic disease.
Goal
Twin Health wanted a tool that would help them routinely touch base with their members and gauge their experience throughout the different phases of the program. They also send out NPS surveys every quarter to encourage member feedback, understand their needs better, and align their services accordingly.
The bottom line is that Twin Health wanted to make their member journey as seamless, engaging, and rewarding as possible to ensure their customers get maximum value for every penny they pay.
Challenges
To deliver precise, personalized guidance and maximize impact, it was imperative that the Twin Health team kept a regular tab on the members- right from onboarding to their eventual exit. But with the program typically spanning over a year and its members spread across several geographical regions, keeping them thoroughly engaged was no easy feat.
To complicate things further, Appetitive-the initial tool they went with, grossly fell short in its offerings. User experience took a hard hit, and the survey responses plummeted to a stark 5 percent. Although the tool fared relatively well in terms of offering an in-app SDK, its cons easily outweighed the pros, and the team was resolute in finding a tool that worked for them.
Solution
Twin Health’s hunt for a tractable survey solution led them to consider multiple alternatives to Appetitive.
Right off the bat, the tool’s advanced capabilities, particularly when it came to creating a truly on-brand survey, really impressed the team. It was easier than ever to customize brand colors and tweak backgrounds, buttons, or fonts to mirror their company’s voice through and through.
Props to the conversational UI, they could show one question at a time and get people talking. This invariably sought to humanize even the most mundane, routine interaction. On top of that, with conditional branching, the surveys could be made to feel a lot more intuitive, tailor-made, and attuned to a member’s specific experience and needs.
Results
Twin Health leveraged this solution to streamline member journeys, from enrollment to routine check-ins. By replacing manual data collection with automated surveys, they boosted productivity and focused on enhancing the user experience. Switching from Apptentive’s outdated interface to conversational surveys increased survey completion rates from 5% to 30%, with expectations to reach 50% via mobile SDK. Chat-based surveys and quarterly NPS provided actionable insights, helping reduce churn and prioritize improvements. With this solution, Twin Health significantly enhanced member satisfaction and advanced its mission to keep members healthy and happy.