Discover how pharmacists at Apotek1, the leading pharmacy chain in Norway, leverages giosg's live chat to elevate excellent customer experience with impressive results.
The Industry Challenges 👩🔬
In the era of digital commerce, online purchase has become a norm. Whilst it brings convenience to the way people buy the products that they need, online purchase potentially compromises the security of their personal data. The pharmaceutical industry is also no stranger to this conundrum
In fact, companies within the industry have been facing some legal constraints in transitioning their businesses from the traditional way to the digital platform.
The challenges came from the security protocols in handling customers' personal health records for it is not a secret that, in the era of eCommerce, all digital footprints could be traced.
Being one of the largest pharmaceutical companies in Norway, Apotek1 takes this challenge seriously and strives to keep its customers' data with utmost care. For that reason, the company is satisfied with its partnership with giosg, whose technology offers unparalleled security standards without compromising the promise of an excellent digital customer experience.
The Goal 🔝
Apotek1 utilizes giosg’s customer service live chat to effectively communicate and meet customer needs online for several compelling reasons.
1. Customers can receive immediate answers to their queries about medications, dosages, side effects, and more, directly from qualified pharmacists. This real-time interaction helps ensure accurate and timely information and therefore enhances customer trust and satisfaction.
2. The online chat service allows customers to seek assistance from the comfort of their homes, making it easier for those with mobility issues, tight schedules, or living in remote areas to access professional advice.
3. Providing a live chat option also adds a personal touch to the digital experience. Customers appreciate the ability to interact with a knowledgeable professional.
Building Trust & Personalization 🤝
Fast and personalized interactions through chat make the customers feel that they are being taken care of.
With giosg’s live chat, Apotek1’s pharmacists, pharmacy technicians, customer service agents or pharmacy employees can respond to daily questions and communicate with their customers in a user-friendly way.
Giosg’s technology enables the visitor to log in through a secure and easy way with personal identification, such as BankID, Buypass or Commfides.
Data Collection & Feedback 📈
Chat services provide valuable insights into common customer concerns and questions.
Pharmacists can use this data to improve their services, tailor their offerings, and address frequently asked questions more effectively.
Results 📊
Some of these remarkable results have been achieved in just one quarter. The online pharmacists have communicated with over 10,000 customers and leads, helping them find the right products, providing health recommendations, and guiding them to the appropriate information. There have been 59,000 messages in the chat, with an outstanding response time by Apotek1 of only 0.40 seconds.
