Since implementing eDesk’s tools, 75% of responses by Hey Pharma’s support team have been AI-generated, using Smart Reply to maintain a personalized touch. This has helped reduce first response time by 47 minutes. Other significant improvements they’ve felt in their customer service operations include:

• Enhanced Personalization: Moving beyond rigid templates to customized responses that address specific customer inquiries
  
  
• Consistent Human Touch: AI-assisted replies maintain a natural tone, eliminating robotic-sounding responses even for repetitive inquiries
  
  
• Improved Customer Satisfaction: Personalized communication has led to happier customers and more positive interactions
  
  
• Agent Productivity: The team has leveraged over 1,272 AI-assisted replies in the past month, significantly impacting agent productivity – agent handling times improved from a team average of 6.5 minutes to just under 3 minutes – saving 329 hours across 5600 tickets per month after AI Assist adoption
  
  
• Flexible Workflow: While many responses require minimal editing, agents appreciate the ability to make adjustments when needed
  
  
• Better Agent Experience: Support staff can focus on meaningful customer interactions rather than repetitive response creation

With eDesk AI Assist, Hey Pharma’s small support team now handles high ticket volume efficiently while maintaining personalization—converting satisfied customers into repeat business, referrals, and sustainable revenue growth.