The Perfect Prescription: How Hey Pharma Used eDesk AI to Cure their Customer Service Challenges

About Hey Pharma

Hey Pharma is a trusted online destination for over-the-counter beauty and wellness products. With a customer-first focus, it simplifies the search for essentials, from specific items to everyday needs making it a reliable source for your medicine cabinet and first-aid kit.

The Challenge

Managing customer support efficiently was becoming increasingly difficult for Hey Pharma’s team. With 5,600 monthly tickets and only 5 support agents, the workload was overwhelming, particularly as most inquiries were post-sales related to tracking, damaged goods, and wrong item deliveries.

Key challenges included:

Balancing personalization with efficiency in customer responses
Addressing the growing response time issue affecting customer satisfaction
Ensuring comprehensive answers that addressed all customer concerns
Managing high ticket volume with limited staff resources
Creating consistent messaging while avoiding robotic-sounding replies

When evaluating platforms, Hey Pharma recognized that eDesk’s comprehensive feature set and native integration capabilities for third-party Amazon sellers fulfilled their workflow requirements.

The Solution

Hey Pharma implemented eDesk’s AI Assist – Smart Reply, query classification, and personalized support across all support channels to address their customer service challenges. The team found the initial setup process straightforward and received valuable assistance from eDesk’s team during implementation.

Key components of their solution included:

Channel-wide implementation: Deploying Smart Reply across all communication channels for consistent customer experience
Emotionally intelligent responses: Leveraging AI particularly for managing upset customer interactions with sympathetic, non-robotic replies
Personalized communication: Utilizing Smart Reply’s ability to customize messages with a human touch while maintaining brand voice
Simple configuration: Taking advantage of the intuitive setup process with support from the eDesk team

The solution has been effective in helping Hey Pharma’s small team of five agents manage their high volume of 5,600 monthly tickets while ensuring responses remain personalized.

We have relied heavily on templates in the past which were not as personalized. Smart reply customizes responses to reflect real answers on customer inquiries which brings on more satisfied customers.

F. W.

Customer Service Team Leader

The Result

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.