How One of India’s Trusted Pharmacies Improved FRT by 99%

Overview

Netmeds is one of India’s most trusted and convenient pharmacies with its founding family boasting over 100 years of experience in dispensing quality medicines. It experienced a significant surge in traffic during the pandemic with people asking questions round the clock about medicines, prescriptions, and more. Netmeds partnered with Haptik to build a chatbot capable of handling its core challenges.

Challenge at Hand

At the height of the COVID-19 pandemic, Netmeds experienced exponential growth, with its customer base growing 10x. As a result, it had to address a few challenges to become capable of handling the demand. Its main challenges were:

• Surge in incoming traffic leading increase in agent load

• Automate simple queries to reduce load on agents

• Offer 24/7 customer support

• Improve resolution rate and improve first-response time (FRT)

How Haptik Offered a Solution

With customer expectations at an all-time high, Haptik built a chatbot that could offer a strong and consistent experience while helping Netmeds build long-lasting relationships with its customers. 

Haptik’s solution helped: 

• Provide 24/7 support for Netmeds 5.7 million customers

• Seamlessly manage 4800 chats per day via automation and route to human agents where necessary

• Netmeds' customers easily track and manage their orders and get instant information by directly chatting with the virtual assistant

Results

The chatbot solution built by Haptik helped make significant and quantifiable business impact for Netmeds while allowing it to manage the sudden surge in demand caused by the pandemic. Specifically, it saved 2600+ agent hours, achieved an automation rate of 83.6% and improved first-response time by 99%.