Salam Home Healthcare qualifies leads with AI and improves CSAT by 40%

A licensed home healthcare provider from KSA

Salam Home Healthcare, based in Jeddah, Saudi Arabia, is a licensed home healthcare provider offering nursing, physiotherapy, doctor home visits and lab tests. For patients and families, WhatsApp isn't one channel among several. It's the main one, the place they go first when they need care.

That puts a specific kind of pressure on the business that a retail or marketing use case doesn't carry in the same way. So we spoke to Mohmmed Murad, Digital Marketing Specialist at Salam Home Healthcare, to discuss their evaluation journey of Gallabox.

24/7 demand met a team working fixed shifts

• Inquiries came in around the clock, while the customer service team worked fixed shifts, leaving a gap every single day
• Multi-service pricing across nursing, physiotherapy, home visits and lab tests was hard to communicate consistently from agent to agent
• High-value leads, like private nursing and long-term care enquiries, went cold while families waited on slow responses
• No structured way existed to instantly track which service a careseeker had asked about, or why a given lead was lost.

Before Gallabox, the process was manual. Agents answered messages personally, typed pricing from memory or internal sheets, and any inquiry that arrived outside working hours had to wait for the next shift to pick it up.

Gallabox was chosen for more than automation

On being asked why Salam picked Gallabox, Mohmmed elucidated the clincher perfectly: “The combination of a native WhatsApp Business API platform with a Chat AI Agent, Knowledge Base, and a real operational layer (team inbox, assignment, tags, drop-off automation) — not just a chatbot builder.”

• Salam evaluated WATI, Zoko, Respond.io and Twilio before Gallabox
• They wanted more than a chatbot builder: A real operational layer with team inbox, assignment, tags and drop-off automation baked in
• There was a need for an AI agent capable of running genuine frontline conversations in both Arabic and English, not just canned replies
• They finally zeroed in on Gallabox for its ability to hand off qualified leads to human agents once the AI had done the initial work of qualifying and collecting information.

What changed with Gallabox

Before it ever answered a real patient, Salam Home Healthcare tested Gallabox’s AI agent against simulated conversations. Mohmmed ensured that the engineering effort went into refining the AI for something as sensitive as a family reaching out for care.

An AI-powered Chatbot that qualifies leads day and night

The Chatbot now runs frontline conversations in Arabic and English around the clock, qualifying leads and collecting booking details whether it's the middle of a shift or the middle of the night.

Broadcast to reach patients and families with updates

Broadcast lets the business reach patients and families with service updates without relying on individual agents to message each one.

A shared team inbox with structure behind it

Conversations that used to sit in one raw inbox now come with assignments and tags, so the team can see which service a customer asked about and where that conversation stands, instead of starting from zero every time.

Results

40% increase in customer satisfaction

Faster responses and round-the-clock availability changed how quickly a family in an urgent situation could get an answer.

35% increase in employee productivity

With the AI Chatbot handling initial qualification, agents spend their time on conversations that actually need a person.

20% growth in lead generation

Salam Home Healthcare also reported a 25% overall impact on business growth and said they’d recommend Gallabox to healthcare providers with a 9/10 rating.
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Trust, measured in response time

An AI chatbot that works around the clock in Arabic and English changed the fundamentals for a healthcare provider like Salam, where fixing slow replies is about caring for their patients and not revenue.

A family searching for care now gets an answer instead of a wait time, 24x7, and that's the kind of difference that keeps a healthcare brand trusted.