How Viata uses Comm100 Live Chat to disrupt the online pharmacy industry with real-time customer service

• Founded in 2014
• Live chat deployed on 6 multi-language websites
• Strong use of video chat helps strengthen personalized service

As their business grew, Viata quickly found that their original live chat solution didn’t have the functionality required to support their rapidly growing business. Gianni, co-founder and resident website guru, set out on a quest to find a more robust live chat solution that could support their needs.

When evaluating live chat solutions, Comm100’s co-browsing feature, audio and video capabilities, and powerful reporting suite caught Gianni’s eye, and the fast and easy sales process sealed the deal. With Comm100 they found a partner with a unique blend of advanced product capabilities and world-class service.

Implementation was easy and intuitive. Even in their demo environment, Viata was able to fully customize the tool to adapt to their workflow – adapting it for their website in 6 different languages to create very personal agent-visitor experiences. When support was needed, it was fast and effective. Within a few short weeks, they had live chat up and running exactly as expected.

Comm100’s co-browse feature has allowed Viata to create a “virtual brick-and-mortar” experience, where they can showcase products and explain how to use them. This has been particularly important for their older audience – curbing confusion and frustration associated with shopping online.

Alongside co-browsing, proactive chat invitations have taken this experience to the next level. With proactive chat invitations, Viata’s agents have the opportunity to “walk up” to a visitor on their website and say, “Can I help you?”.

Instead of waiting for a visitor to ask a question or worse, allow them to abandon their search, live chat lets Viata initiate a conversation just like a pharmacist would in a traditional pharmacy. In one case, auto-invitations are set to appear on the search page if a customer attempts 2 searches with no results – allowing pharmacists to capture visitors at risk of bouncing before they fall through the cracks.

Viata has been earned the status of market leader in their industry, and live chat has helped them up their game in delivering exceptional customer care. For them, quality customer service isn’t an expense with a price tag, but a strategic business requirement.

Currently, Viata boasts an impressive total chat conversion rate of close to 20%. Thanks to Comm100 Live Chat, agents and pharmacists have developed more positive personal relationships with both prospects and customers and have driven more sales as a result.

Tying together powerful features, efficiency at scale, and more personalized interactions, Comm100 helps Viata make every interaction – from search to checkout – a great experience. For their customers, quality customer service is only a click away.

In keeping with their early-adopter mindset, Viata is keen to expand the use of video chat to enhance the live chat experience even further. They also plan to extend chat into other countries and languages, and add more agents to service even more customers. Interested in downloading the full case study? Click here for a pdf copy.

To those contemplating live chat, De Gaspari has this to say: