InsiderCX gets 5x more patient feedback. Here is the infrastructure behind it.

Most patients never tell their healthcare provider what went wrong. Paper surveys get ignored. Emails go unread. The feedback loop that should be driving better care is, for most providers, effectively broken.

InsiderCX was built to fix that. The healthtech startup uses AI-driven surveys delivered via WhatsApp Business, Viber for Business, and SMS to reach patients within 24 hours of a visit, on the apps they already use daily. The result: healthcare providers collect up to five times more patient feedback than traditional methods, with delivery rates consistently above 96%.

Getting there required the right communications partner. That is where Infobip Startup Tribe came in.

Early testing showed InsiderCX something that shaped the entire product: patients respond far more to WhatsApp messages than to SMS or email. Not slightly. Substantially.

Today, InsiderCX runs a three-layer omnichannel patient communication stack, all delivered through a single Infobip API endpoint.

WhatsApp Business is the primary channel. Highest engagement, broadest global reach, and the natural anchor for InsiderCX’s international expansion beyond Central and Eastern Europe.

Viber for Business remains essential in regional markets where it leads in user adoption.

SMS acts as an automatic failover layer, ensuring no patient falls through the cracks when WhatsApp delivery fails.

Managing all three through one API endpoint was non-negotiable for InsiderCX. It meant the team could experiment with new channels and enter new markets without rearchitecting their system from scratch every time.

96% delivery rates are not a technical stat. Every missed message is a patient who never got to share their experience.

InsiderCX evaluated eight to ten CPaaS vendors before choosing Infobip. They discovered the Infobip Startup Tribe program through a LinkedIn post and recognized it immediately as a fit for their stage. The initial setup took just a few weeks.

But the partnership went well beyond fast onboarding. Since joining in mid-2021, InsiderCX has benefited from the full Startup Tribe offering.

Up to $60,000 in product credits, freeing budget for product development instead of messaging costs.

Network pass connecting InsiderCX with investors, VC funds, and accelerator partners globally.

Exhibition space and a speaking slot at Shift Conference, one of Europe’s leading technology events, giving InsiderCX visibility in the healthcare innovation community at exactly the right moment.

Fundraising guidance and strategic support as the startup scaled.

Exclusive partner deals and savings from Infobip’s trusted technology partner network.

The benefit InsiderCX mentions most, though, is the simplest: when they reach out, they get a reply within hours. For a fast-moving startup in a high-stakes vertical, that responsiveness is infrastructure.

InsiderCX’s story is a clean proof of concept for any healthtech startup building around patient or customer communication. The right channel stack, delivered through reliable infrastructure with genuine partner support, is not a nice-to-have. It is what separates products that scale from products that plateau.