How Netmeds  improved FRT by 99% using Haptik

 

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Industry

Healthcare

Platform

Website & App

Live Since

June 2020

Product Used

Customer Care

Bruce Schwack

We launched Haptik just as the Covid crisis hit, and there is no doubt that it has helped us maintain a high level of customer satisfaction and one of the highest NPS scores in the country. WFH and increasingly high volumes have put additional strain on our CS team, but Haptik and our brilliant bot Netty have risen to the occasion and helped us deal with these pressures.

—Bruce Schwack, Chief Communications Officer, NetMeds

netmeds-seeklogo.com

Netmeds.com, India Ki Pharmacy, is one of India’s most trusted & convenient pharmacies; it’s “founding family” has over 100 years’ experience in dispensing quality medicines. Netmeds is the “first-to-market” to offer a pan-India solution for the quick online purchase and fast delivery of prescription medications and has served more than 5.7 million customers in more than 670 cities and towns. Netmeds helps users look after their own  health, as well as take care of their loved ones, wherever they may reside in India. Anyone can buy and send medicines from any corner of the country - with just a few clicks and a prescription upload.

Challenge

During the pandemic, Netmeds witnessed a huge surge of traffic, with users asking questions round the clock about medicines, prescriptions, and more. Having experienced exponential growth, Bruce Schwack, Chief Communications Officer at Netmeds.com, shared that their customer base has amplified 10x in size in the last couple of months.

He and his team realized the need for a 24/7 virtual assistant and partnered with Haptik to build an AI-based virtual assistant to tackle challenges such as:

  • Huge surge in incoming traffic
  • Lighten the load on agents by automating simple queries
  • Serve customers with 24/7 instant support
  • Reduce First Response Time and improve Resolution Rate
Challenge (2)

Solution

With customer expectations at an all-time high, Haptik’s Intelligent Virtual Assistant has enabled Netmeds to create strong, consistent support experiences and build lasting relationships with their customers. 

  • The team is now providing 24/7 support for a whopping 5.7 million customers 
  • Seamlessly managing 4800 chats per day via automation & agent handover only when necessary
  • Users can easily track & manage orders, get instant information and lots more by directly chatting with the virtual assistant
Solution

Key Use Cases

Key Uses-1

Business Impact

99%

Improvement in FRT

2600+

Man Hours Saved

83.6%

Automation Rate

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