Edna has introduced a chat center to support customers in Sber Eaptek

2024: Chat Center Implementation

Sberbank EAPTEKE has introduced a chat center from edna to support customers. Edna Chat Center is a solution that integrates all communication channels with the client in one interface and provides message processing from all digital channels. Thanks to this solution, SBER EAPTEKE managed to reduce the speed of the operator's first response to 20 seconds and improve interaction with customers. Edna announced this on May 14, 2024.

For online services for the search and ordering of pharmacy goods, it is important to combine all communication channels with the client within a single interface. The specificity call center in e-pharma is the presence of both ordinary operators and employees with a specialized one. medical education It is also necessary to process customer requests from different channels and with different categories of requests.

A distinctive feature of the project was the division of chat calls into two directions. SBER EAPTEKU clients apply not only with questions about their orders, bonuses, promotions, but also with requests about the need to select a drug, its analogues, etc. Two channels allow you to correctly route the client to the necessary specialist (regular operator or pharmacist), which, in turn, affects the speed of resolving the issue.

Chat center and chat bots contributed to the optimization of work processes and the improvement of client service in SBER EAPTEK. Both the business itself and the customers benefit from such integration. Chat support allows customers to communicate with company representatives in real time, which allows them to quickly get answers to their questions or solve problems. This reduces waiting times and improves customer satisfaction. Also, chat support provides clients of SBER EAPTEKI with the opportunity to communicate with company representatives at any time convenient for them and from any place where there is Internet access, including those who are uncomfortable using voice support channels, - said Vadim Abramov, Marketing and Product Development Director of SBER EAPTEKI.

Chat rooms with clients on the site, in and in were connected to the chat center mobile application. messenger Telegram Telegram has created two internal channels: one accepts requests from employees of pharmacies, hubs and, couriers the second serves to route requests from partners from. online stores To solve these problems, two chatbots are used, which perform different functions depending on the access channel. The chat center was transferred to the processing of requests from all addresses: email support, feedback, requests from state bodies, - said Maxim Bushuev, deputy head of the sales department at edna.