Case Study: Netmeds achieves 99% faster first-response time with Haptik

How Netmeds improved FRT by 99% using Haptik

Netmeds, one of India’s trusted pharmacies, faced a sharp surge in customer traffic during the COVID-19 pandemic as its customer base grew 10x. To handle rising agent load, automate simple queries, provide 24/7 support, and improve first-response time, Netmeds partnered with Haptik to build a customer care chatbot for its website, WhatsApp, and Google Business Messages.

Haptik implemented a virtual assistant that helped Netmeds manage 4,800 chats per day, support 5.7 million customers, and route complex cases to human agents when needed. The solution delivered strong business impact, including 83.6% automation, 2,600+ man-hours saved, and a 99% improvement in first-response time.

Netmeds

Bruce Schwack

Chief Communications Officer