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How it works:
Netmeds, one of India’s most trusted online pharmacies, adopted a WhatsApp-based chatbot to transform its customer support operations. This conversational AI assistant provided customers with instant access to order tracking, prescription uploads, medicine availability checks, and delivery updates. By integrating the bot directly into their support workflow, Netmeds offered 24/7 self-serve options, reducing the need for customers to call or email.
The chatbot was connected with backend systems like order management and logistics platforms, ensuring real-time updates and personalized responses. When users initiated a chat on WhatsApp, the bot instantly recognized the query type and resolved it through guided steps. For complex issues, it smartly escalated the case to human agents with complete chat context, ensuring a seamless hybrid support experience.
Our challange:
During peak periods like seasonal flu waves or lockdowns, Netmeds experienced a massive surge in support requests, often overwhelming human agents. Customers demanded quick answers—especially for critical services like order tracking or prescription uploads—but traditional support channels struggled to keep pace. Netmeds needed a scalable, automated solution to deliver fast, consistent, and reliable support while relieving pressure on the support team.
What kind of queries does the WhatsApp bot handle for Netmeds ?
The bot manages a wide range of queries such as order tracking, prescription uploads, return policies, and delivery timelines. It handles routine interactions autonomously, allowing agents to focus on high-priority issues.
How quickly do customers receive responses through WhatsApp ?
Thanks to automation, most users receive instant responses—cutting down the First Response Time (FRT) from several hours to just seconds. This improves trust and reduces the number of repeat queries.
Can customers upload prescriptions through WhatsApp ?
Yes, the bot guides users to upload prescriptions directly via chat, validates file formats, and routes them to pharmacists. This helps customers complete orders without switching platforms or needing extra assistance.
What if a customer’s query is too complex for the bot ?
The bot smartly transfers such queries to a human agent with all the previous chat context. This seamless handover ensures no information is lost, saving time for both customers and agents.
Is this solution available 24/7 ?
Absolutely. The chatbot operates round the clock, ensuring customers receive help anytime—especially valuable during emergencies or outside of business hours.
Does the bot support regional languages ?
Yes, it supports multiple Indian languages, which makes it accessible to a wider demographic. This inclusive approach improves user satisfaction across different regions.
Achievement:
By implementing the WhatsApp chatbot, Netmeds improved its First Response Time by an impressive 99%. The bot successfully automated nearly 80% of incoming queries, significantly reducing pressure on live agents and boosting operational efficiency. This upgrade allowed the pharmacy to serve customers faster, more accurately, and at scale—even during high-demand periods like the COVID-19 pandemic. As a result, Netmeds saw increased customer satisfaction, reduced support costs, and strengthened its reputation as a tech-forward healthcare provider.