We close this mini series by talking about a key element of the user experience that characterizes many e-commerce sites, and in particular those of pharmacies and parapharmacies: sales assistance through an operator .
The role of the pharmacist in healthcare
Customer Service Intelligence
The key to excellent service
The role of the pharmacist in healthcare
In this type of assistance, which can be done via live chat by phone, the role played by the pharmacist is fundamental in giving the right advice to the customer . For many customers, this even becomes the preferred channel with which to identify the right products for their needs; a part of the target audience of this type of business is in fact used to approaching online exactly as they do offline, that is, by explaining their symptoms to the pharmacist in search of advice on the right medicine to take.
We are therefore talking about a type of e-commerce in which this touchpoint contributes fundamentally to the results. However, it is undoubted that, as the number of visitors and customers grows, it is necessary to be able to structure ourselves with the correct tools to be able to make the work of operators/pharmacists faster and more effective ; without this step we risk not being able to make our business scalable.
Customer service, regardless of the list of aruba consumer email means by which it is delivered, can undoubtedly also be a very valid tool for trying to increase the value of the product sold, also managing to cross-sell and up-sell in an extremely convincing way.
It is also clear that, just as it happens with the physical channel, a high-level service allows for customer loyalty and in a market as competitive as that of online pharmacies - where the price lever is often the most exploited - this can make a huge difference in terms of margins.
Customer Service Intelligence
To make this service scalable and effective we must therefore be able to combine these three factors in a single tool:
simplified operation for the service operator
greater commercial effectiveness
best customer service
Thanks to advanced marketing personalization systems, it is possible to exploit the knowledge of user behavior, as well as their purchase and navigation history, to make suggestions to the operator while chatting with the customer.
