Panacee increased its marketplace chat response rate to 100% thanks to Zaapi's chat integration system.

Panacee, Thailand's leading healthcare provider, uses chat integration from Zaapi in Customer Service

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About Panacee

Panacee, a leading German healthcare business that uses innovation to design, treat and build health-related products. Our vision is to use leading medical technology to make it accessible and healthy for Thai people. In addition to health centers, Panacee also offers a large number of dietary supplements, including anti-aging supplements, weight loss supplements, bone and joint supplements, and many other health products.

Panacee Medical Rama II

The Challenge

Since Panacee offers a large number of health services and dietary supplements, the brand has a channel to promote and sell products based on SKUs in each channel, whether on social media such as Facebook Page, Instagram, LINE OA, or on marketplaces like Shopee and Lazada. This challenge makes Panacee slow to respond to chats, making them difficult to follow up, directly affecting the closing time.

"We have a variety of brands under Panacee, and each brand has its own page with a variety of SKUs, so we started looking for tools to make answering chats from all channels easier and more systematic."

How Zaapi solved Panacee's problems

Zaapi's chat integration system makes it easy and highly efficient, with Panacee seamlessly consolidating chats from all sub-brands' pages into one place. This simplifies the admin process of switching accounts in chat responses. There are various functions that make it easier for admin teams to work. Instead, focus on other more important tasks.

After the Panacee team implemented Zaapi's chat integration system, the response rate of merchant chats increased. Increase your chances of closing deals and improve your marketplace store score.


The Results

Chat Response Rate

The response rate increased from 40% to 100%, meaning that every chat sent by a customer was replied to by Panacee's team, allowing for faster closing and better customer satisfaction.

Panacee's Shop on Lazada

CHAT RESPONSE SPEED (SLA)

Panacee's main channel of chat response has evolved significantly. After using Zaapi's system, it was found that responding to customer chats is 40% faster than before , which helps to create a first impression on customers and close sales faster.

Key Features and Benefits

Add Custom Labels

The customer tagging function allows Panacee to track the current status of customers such as waiting for payment or preparing for delivery, and which products are interested in such as Anti-Aging, orthopedic products, etc.

Create Quick Reply

The Quick Reply function allows admins to quickly send customer greeting messages or answer common questions without having to type a new reply each time. This function not only speeds up chat responses. It also helps Panacee to have a consistent brand voice, helping to communicate and provide information to customers in a relational way.

Collaborate Across Teams

The chat assignment function allows Panacee to use human resources efficiently, with team leaders assigning each admin to respond to a particular chat. Assign Chats to Agents, which allows the admin team to manage customer care systematically. Customers can be segmented and can measure the performance of admins to respond to customer chats better.

Use on mobile and computer

Zaapi is available both on desktop and through the mobile application, making it easy for Panacee's admin team to respond to chats from anywhere, anytime.

"Recommended for businesses with multiple SKUs, such as clinics with multiple branches. Optimize customer service and close deals faster."

Follow Panacee at

  • Website: www.panaceemed.com
  • Tel: 1608 press 8

Zaapi is a chat integration system for businesses and online stores, covering social media and e-commerce platforms ranging from Facebook Page, Instagram, LINE OA, and e-commerce such as Shopee and Lazada.

For new customers, try Zaapi chat integration system for free for 7 days.

Want to learn more ?

You can contact our team via any of the channels below:

  • LINE OA: @zaapi
  • Facebook Page: Zaapi Thailand
  • Tel: 096-927-1729

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