Case Study: Hey Pharma improves customer support efficiency with eDesk AI

Hey Pharma manages 5,600 monthly tickets with 5 agents using eDesk

Hey Pharma, a trusted online retailer of over-the-counter beauty and wellness products, faced significant customer service challenges. With a small team of five support agents handling 5,600 monthly tickets, they struggled with overwhelming post-sales inquiries and growing response times. They needed a solution that balanced personalized, efficient communication with their limited staff resources. They turned to eDesk for a solution.

eDesk implemented its AI Assist features, including Smart Reply and query classification, across all of Hey Pharma's support channels. This provided the team with emotionally intelligent, personalized responses that maintained a human touch. As a result, eDesk enabled the small team to effectively manage their high volume of monthly tickets while ensuring consistent and comprehensive customer service.

Hey Pharma