The story of Pharmasi began in 2010 from the entrepreneurial initiative of Dr. De Leo, a project in which he put a lot of faith, and which soon became the project of the entire team that embraced the idea. Sonia Sottile -Customer Service Manager- and Katia Licata -Logistics Manager-, who have been with Pharmasi since its inception, can today celebrate the success of this company, which has improved over time. 

Pharmasi, with a catalog of more than 20,000 products, has a very solid organization and a founder who is always very involved in the management of the store with a team of ten people, four of whom are dedicated to answering help requests through the Oct8ne´s chat.

Initially, the store only offered email and phone support, and then, in order to reduce the number of phone calls they received, since most of the questions did not require human assistance, they decided to implement Oct8ne chatbot, to offer 24/7 service to their customers and automate a whole series of frequently asked questions that did not require the intervention of an agent. 

The most frequent questions they receive are related to the order status, and are now answered by the chatbot, which, together with the integration with Qaplá -Oct8ne’s official partner-allows the customer, by simply entering the order number, to see the tracking of the shipment immediately. 

Thanks to the integration between the two tools, an average of 630 order status requests per month are answered comprehensively by the chatbot, without any human intervention.

“The chatbot is a very useful tool that has allowed us to greatly reduce the number of requests we were receiving via email and phone that did not require human intervention. By configuring the bot, we were able to automate lots of frequently asked questions such as what is the shipping cost, while questions requiring human attention are transferred directly from the bot to the pharmacist.” Cit. Sonia Sottile

“Pharmaceutical knowledge is mandatory because shopping online is like going to a pharmacy, where the figure of the pharmacist is a must, that’s why we have the pharmacist here all day long who gives useful advises for shopping,” says Katia, and continues “the feedback is very positive, we review the ratings daily and forward them to Dr. De Leo, especially to analyze the negative ratings, understand what is not working, so we can improve our service.” Quote. Sonia Sottile

Pre- and post-sales service is very important to Pharmasi, which is why they put so much effort and dedication into customer service. They know that the service they offer, which they strive to constantly improve, guarantees customer satisfaction, and satisfied customers are returning customer because in addition to competitive prices, they have found quality in the pre and after-sales service.

“We accompany the customer almost hand in hand, if we could, we would deliver the products they order ourselves, this leads us to have very loyal customers from the beginning, we even get calls from customers who just want to thank us.” Quote Sonia Sottile

This dedication has resulted in a very high loyalty level, so for the Pharmasi team, it is equally important that the quality of service they receive from the companies they work with is high. “Knowing that we can count on other companies to do the same for us is important and reassuring. Oct8ne offers us great help in terms of customer support, they helped us with the chatbot configuration, and they are always available, they offer us immediate assistance, we know that there is a good team behind, Diana, Federico, Thomas, everyone is always very friendly and helpful.” Quote. Katia Licata

With the advice of the Oct8ne team, they have implemented a good trigger strategy, automatic messages that encourage interaction between the brand and the customer, who receives the invitation to chat with the store at strategic moments such as, for example, after X amount of time on the same page or after viewing a certain number of products.

“Triggers also work to show customers that we are always there for them.” Quote Katia Licata

Triggers play a very important role, especially in some fields and depending on the type of user we interact with, in fact for users less familiar with ‘online purchasing or for a person a little older, with little computer knowledge, a trigger represents that help he may need, just like when you enter a physical store, where you are used to finding the assistant who accompanies you throughout the purchase process.

“It´s a nice service, because many people, even those over 80 years old who can’t go out, have approached the online pharmacy, have slowly figured out how to browse a web, have become familiar with the technology, how to buy, and have also approached the figure of the online pharmacist, and now they know that they can count on professional advice without having to go to the physical store to buy what they need. So we find that the chat has allowed us to offer a service, humanly important.” Quote Katia Licata

Confirmation that Pharmasi’s customers have learned to interact with the chatbot, and that this type of assistance is efficient, is proven by the shop’s own data: in three months of use, Pharmasi received 5040 help requests, of which only 1294 were transferred to the pharmacist. It is also interesting to note that 68.1% of the conversations were started through a trigger.

“With Oct8ne and Qaplá we have found two fantastic tools that allow us not only to work better, and to be able to simplify numerous steps, both in customer service and billing, but above all to be able to have immediate feedback with any issue, in case of need. Being able to count on a great team behind, always ready to help us, gives us a serenity that allows us to be able to overcome even any difficulty that may occur, such as a technical problem or anything else.” Quote Katia Licata 

If you wish to offer to your customers a whole new experience, similar to the one of a physical store, you can start your 14 days free trial today or contact our team to study together how to transform your customer service into a sales team with Oct8ne!