Case Study: Caring Pharmacy achieves personalized multichannel customer engagement with Appier

How Appier helped Caring Pharmacy utilize data to deliver a multichannel personalized experience

Caring Pharmacy, a predominantly brick-and-mortar retailer, needed help bridging its offline and online channels as COVID-19 accelerated its digital transformation. It partnered with Appier to use AIQUA and other digital tools to bring together store and online data, generate actionable insights, and create more personalized multichannel customer experiences.

Appier implemented AIQUA to integrate offline CRM data with online behavior, build niche customer segments, and power AI-driven recommendations and A/B testing, while BotBonnie WebChat improved instant customer service on the website. The results were strong: Caring Pharmacy saw a 215% increase in click-through rate, a 66% increase in response rate, and more than 130% incremental CTR uplift from A/B testing, with steady growth in marketing metrics overall.

Caring Pharmacy

Loo Jooi Leng

Marketing Director