HKFSD Success Story
The Hong Kong Fire Services Department implemented WhatsApp chatbots intended to accelerate and process large-scale quarantine facility applications in a short time.
Name: Hong Kong Fire Services Department
Industry: Emergency Service
Function: WhatsApp chatbot
Platform: WhatsApp Business Platform
The Hong Kong Fire Services Department is an emergency service responsible for firefighting and rescue on land and sea. It also provides an emergency ambulance service for the sick and the injured and gives fire protection advice to the public. It is under the Secretary for Security who heads the Security Bureau.
Positive cases of Covid-19 pandemic overload quarantine application system
As one of the public service agencies, HKFSD was among the pioneers to respond with digitization, establishing the government’s first-ever WhatsApp chatbot to assist with quarantine facility registration.
Pioneering digitalization to meet the volume of quarantine facilities
A user will be more satisfied when their question is resolved in a quicker way. The innovative and interactive message features can enhance customer experience and application efficiency. Button is one of the exclusive message features of the WhatsApp Business Platform. In HKFSD WhatsApp chatbot, buttons are used in questions with standard answers (e.g. gender and testing method) , making it more user-friendly and saving users’ time in entering the information. Phone conversations are uncomfortable and time-consuming for most individuals, while obtaining an email response might take several days. But only using chatbot, it can help 24/7 with real-time responses regardless of the amount of customers asking at the same time. Additionally, the HKFSD WhatsApp chatbot can serve as a successful model for other government entities in Hong Kong and around the world to use WhatsApp to address the worldwide pandemic issue.
WhatsApp chatbot helps Hong Kong government ease Covid pandemic
- The HKFSD WhatsApp chatbot served 7.3K users, processed over 10K case submissions, and created 151K messages between Mar. 15 and Mar. 31.
- The response time is lowered from 1-2 days to 30 minutes, and the lead time to deliver a verified applicant to quarantine facilities is decreased from 5 days to 3 hours.
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