Digital strategies
Here we are at the third and final part of our series of articles dedicated to online pharmacies.
We close this mini-series by discussing a key element of the user experience that characterizes many e-commerce sites, particularly those of pharmacies and parapharmacies: sales assistance via an operator .
The role of the pharmacist in care
Customer Service Intelligence
The key to excellent service
The role of the pharmacist in care
In this type of assistance, which can be done via live chat by phone, the role assumed real cell phone numbers by the pharmacist is fundamental to give the right advice to the customer . For many customers, this even becomes the preferred channel to identify the products suitable for their needs; Part of the target audience of this type of company is in fact accustomed to approaching online exactly as they do offline, that is, to expose 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 point of contact contributes fundamentally to the results. However, there is no doubt that as the number of visitors and customers increases, it is necessary to be able to structure ourselves with the right tools in order to make the work of operators/pharmacists faster and more efficient ; Without this step, we risk not being able to make our business scalable.