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Revolutionizing Customer Support: Netmeds' Success Story with Haptik's Chatbot Solution

Overview of Netmeds

Netmeds, a renowned pharmacy in India, leverages over 100 years of experience to provide quality medicines to customers. During the pandemic, the surge in traffic necessitated a robust support system for handling queries efficiently. This led to their partnership with Haptik to develop a chatbot capable of addressing core challenges.

Challenges Faced by Netmeds

Netmeds faced challenges such as a surge in incoming traffic, increased agent load, the need to automate simple queries, offer round-the-clock customer support, and improve first-response time. These obstacles required a scalable and efficient solution to maintain customer satisfaction.

Haptik's Solution for Netmeds

In response to Netmeds' challenges, Haptik developed a chatbot to provide consistent and efficient customer support. The solution enabled 24/7 support for Netmeds' vast customer base, managed a high chat volume through automation, and facilitated easy order tracking for customers.

Results and Impact

The implementation of Haptik's chatbot solution yielded remarkable results for Netmeds. They saved over 2600 agent hours, achieved an automation rate of 83.6%, and improved first-response time by 99%. These quantifiable impacts signify the success of the collaboration between Netmeds and Haptik.

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