Success story: Farmacia Bagheria

The challenge

Farmacia Bagheria, a key player in the pharmaceutical sector, was facing an increasing number of customer support requests from various assistance channels. These requests often overwhelmed the customer service team with repetitive questions, such as shipping times, costs and order tracking. This excess demand consumed valuable time that the support team could have dedicated to more strategic tasks requiring human intervention.

The solution: Oct8ne

The turning point came through a collaboration with the web agency Rif Raf, which manages the pharmacy’s website. They suggested implementing the Oct8ne chatbot. After an initial meeting with the Oct8ne team, the reliability and effectiveness of the service convinced Farmacia Bagheria to try this innovative solution.

Objectives and implementation

The main goal was clear: automate the response to frequently asked questions and optimize internal resources. The chatbot integration was quick and seamless, thanks to the collaboration between the pharmacy’s web agency and the Oct8ne team.

Results

With Oct8ne´s chatbot, Farmacia Bagheria’s customer service experienced significant improvements:

• Immediate 24/7 responses: The chatbot handles support requests in real time, even on holidays or outside business hours.
• Optimization of internal resources: The customer service team can focus on more complex and strategic tasks while the chatbot manages common inquiries.
• Request filtering: The data speaks for itself—over 60 days, the chatbot autonomously resolved 3,190 support requests, 1,644 (52%) of which were related to order status.
• Increased sales: In a two-month period (January 1 – March 1), the pharmacy recorded 571 sales generated from customer interactions with the Oct8ne chatbot.

Customer experience

Customers well received the chatbot introduction. Its frequent use demonstrated both its usefulness and ease of access. By utilizing automated messages, Farmacia Bagheria was able to assist at the right moment, ensuring a smooth resolution of customer inquiries—even for those less familiar with this type of technology.

Conclusion

Farmacia Bagheria highly recommends Oct8ne to other businesses and pharmacies, emphasizing the advantages of an efficient, 24/7 customer service solution that frees up internal resources for higher-value tasks. Oct8ne has enabled the pharmacy to offer top-quality service with minimal effort, providing a winning solution for business growth.

Companies of all sizes trust Oct8ne to increase their sales: