Klinik Sabah, a GP clinic in Kota Kinabalu, could track patient leads on WhatsApp only up to a point — past that, they slipped through even WhatsApp Business's own labels. With The Chat Quotient's Leads feature tagging every conversation hot, warm, or cold, the clinic cut reply time to under 10 minutes, more than doubled its daily chats, and closed about 15% more sales.
Klinik Sabah is a general practice clinic in Kota Kinabalu, Sabah, Malaysia, owned by Ruhaizad Daud. The clinic focuses on family health, weight management, fertility work-up, and men’s and women’s health, and patient enquiries over WhatsApp are handled by a small front-desk team.
Before Chat Quotient, Ruhaizad’s biggest frustration on WhatsApp was tracking leads. WhatsApp Business’s own labels worked fine at low volume, but as enquiries grew, the clinic kept losing track of who still needed a reply and who was actually ready to book.
The gap had a real cost. If the clinic didn’t get back to someone within 24 hours, they usually lost interest and booked with another clinic instead.
"We were unable to track our leads properly. Even with WhatsApp Business's labelling feature, we still had problems once the number of leads increased."
Klinik Sabah runs its WhatsApp on AI Reply, AI Agent, Campaigns, Leads, Quick Replies, Scheduled Messages, Chat Summarizer, Notes, To-dos, and Reminders, and Leads is the one Ruhaizad relies on most.
When a message comes in asking about the clinic’s services, the team creates a lead right away and tags it hot, warm, or cold depending on how ready the person seems. Hot leads get closed quickly, warm leads get a few follow-ups, and cold leads sit in a nurture list until they warm up. Checking the leads dashboard is the first thing the team does every morning, so nothing from a few days back quietly disappears.
One cold lead made the difference clear. A man had enquired and then gone quiet, the kind of conversation that used to slip through the clinic’s old WhatsApp tagging. This time, the cold-lead tag kept him on the team’s radar, they kept following up, and he eventually booked in.
Chats handled per day roughly doubled, from about 15 to over 30. Reply time dropped from a few hours to under 10 minutes, and Ruhaizad reckons the team now saves about 7 hours a week that used to go into digging through old chats for leads that had gone quiet. Sales are up around 15% since switching over.
Chats handled per day
~15 30+
Reply time
A few hours Under 10 minutes
Sales
+15%
Time saved per week
~7 hours
"It's one of the best CRMs I've used - easy to set up and easy to use, compared to a full-fledged CRM system or anything that needs the WhatsApp API to get running."
Ruhaizad’s one ask: a dashboard beyond chat management, one a marketing manager could open to see customer demographics, closing rates, and revenue by lead source, and find exactly where a deal stalls, on the marketing side or the sales side. We’re building it. Feedback this specific, from a clinic running the tool day to day, is what we want more of.
We wish Ruhaizad and the whole team at Klinik Sabah continued growth in Kota Kinabalu.
Install The Chat Quotient and turn that chat into a tracked lead, a faster reply, and — eventually — a closed deal. Free to start, right inside the WhatsApp Web you already use.
