Case Study: Tata 1mg improves customer communication and support efficiency with Sendbird Chat

TATA 1mg - Customer Case Study

Tata 1mg, a healthcare platform in India, needed a fast, reliable way to handle a surge of customer questions during the pandemic, especially around COVID-19 tests, medicines, and health guidance. To support customer service across its web and mobile apps while securely managing sensitive health information, the company turned to Sendbird Chat.

With Sendbird Chat, Tata 1mg connected its chatbot, live agents, and internal dashboards into a single in-app support flow, allowing agents to step into conversations when automation could not resolve an issue. The result was scalable omnichannel support for more than 300,000 unique chat interactions per month across 1,800+ cities, while also freeing Tata 1mg’s engineering team to focus on improving the customer experience instead of maintaining chat infrastructure.

TATA 1mg

Kartik Raina

Engineering Manager for CX divisions