Case Study: Farmacia 1 boosts customer support and sales with Oct8ne

Farmacia 1 - Customer Case Study

Farmacia 1, a pharmacy with both an online shop and physical stores, was struggling to manage its high volume of customer support requests. They previously used mail, telephone, and WhatsApp, with a team of only seven staff unable to handle over 400 phone conversations. The challenge was to decrease the time staff spent on support, especially as their customer base included many who required lengthy assistance.

The vendor Oct8ne implemented its live chat and chatbot service to automate responses and manage conversations. This solution handled 8,637 out of 12,110 requests without human intervention over three months and led to a 17.23% conversion rate from chat interactions to sales. Oct8ne's tool also provided a private channel for sensitive health inquiries and allowed agents to manage multiple conversations simultaneously, significantly optimizing the pharmacy's time and resources.

Farmacia 1

Pierfrancesco Alvino

General Manager