About Panacee
Panacee is a leading German healthcare company that leverages innovation to design, treat, and create health-related products. Their vision is to bring cutting-edge medical technology to Thailand, making it both accessible and beneficial for the Thai people. In addition to their health centers, Panacee offers a wide range of dietary supplements, including anti-aging, weight loss, bone and joint supplements, and many other health products.
The Challenge
Given that Panacee offers a wide range of health services and dietary supplements, the brand promotes and sells products through various channels depending on SKUs, including social media platforms like Facebook, Instagram, and LINE OA, as well as marketplaces like Shopee and Lazada. This creates a challenge for Panacee in responding promptly to chats.
"Panacee manages a variety of brands, each with its own page and a wide range of SKUs. To streamline and systematize chat responses across all channels, we began searching for tools to simplify the process."
How Zaapi Addressed Panacee's Challenges
Zaapi's omnichannel chat platform boosts chat efficiency by seamlessly consolidating chats from all sub-brands' pages into one platform. This eliminates the need for agents to switch between accounts when responding to chats. With various features designed to streamline workflows, agent teams can now focus on more important tasks.
After the Panacee team deployed Zaapi across their chats, their response rate for chats jumped immediately, improving their closing rate and marketplace response rates.
The Result
SLA
Panacee's response rate improved from 40% to 100%, meaning every customer message was promptly replied to by Panacee's team. This resulted in faster deal closures, enhanced customer satisfaction and gave Panacee access to marketplace promotional campaigns that they were previously not eligible for.
CHAT RESPONSE SPEED (SLA)
Panacee's response speed also improved significantly. After implementing Zaapi, response speeds increased 40%, helping make a stronger first impression and close sales more quickly.
Key Features and Benefits
Custom Labels
The customer tagging feature allows Panacee to track the status of customers, such as whether they are awaiting payment or preparing for delivery, as well as their product interests, including Anti-Aging, orthopedic products, and more.
Quick Replies
The Quick Reply feature enables agents to swiftly send greeting messages or respond to common questions without needing to type a new reply each time. This feature not only accelerates chat responses but also ensures Panacee maintains a consistent brand voice, fostering effective communication and building stronger relationships with customers.
Team Collaboration
The chat assignment feature enables Panacee to optimize human resources, allowing team leaders to assign specific chats to individual agents. This functionality helps the agent team manage customer care in a more organized and systematic way. It also allows for customer segmentation and enables the tracking of agent performance, ensuring better and more efficient responses to customer chats.
Mobile & Desktop Access
Zaapi's mobile and desktop support enabled Panacee's agent team to respond effectively even when on the go, increasing overall chat efficiency.
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Got Any Questions?
Reach out to our team through any of the channels listed the Contact Us page and we will get revert back to you as soon as possible.
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