Case Study: Viata achieves personalized, brick-and-mortar online pharmacy service and ~20% chat conversion with Comm100 Live Chat

How Viata uses live chat to disrupt the online pharmacy industry with old-fashioned customer service

Viata, a fast-growing online pharmacy serving health, beauty and nutrition customers across Europe, needed a more robust, multi-language live support solution to build trust and deliver real-time, personalized service. Their original chat tool couldn’t scale or support features important for healthcare interactions, so Viata searched for a partner that offered co-browsing, audio/video and advanced reporting to better serve customers across six localized sites.

Comm100 delivered Comm100 Live Chat with co-browsing, audio/video chat, proactive invitations and customizable multi-language deployment, implemented quickly via a tailored demo environment. The solution helped Viata replicate a “brick-and-mortar” pharmacist experience online, strengthen customer relationships and drive sales — achieving a total chat conversion rate close to 20% and demonstrating that chatters are 3x more likely to convert (5x if they initiate the chat).

Viata

Gianni De Gaspari

Co-Founder