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Haptik > Case Studies > Healthkart's Transformation in Fitness Industry with Haptik's Chatbot
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Healthkart's Transformation in Fitness Industry with Haptik's Chatbot

Applicable Industries
  • Cement
  • Healthcare & Hospitals
Applicable Functions
  • Procurement
Use Cases
  • Chatbots
The Challenge
Healthkart, a leading Indian health brand, faced a significant challenge during the covid-19 pandemic. The company experienced a massive surge in user queries, which it struggled to handle efficiently. The company's goal was not only to manage these queries but also to provide high-value use cases that would drive engagement and help people lead healthier lifestyles. The main challenges included making support more self-serve and asynchronous to handle the increased user queries, positioning Healthkart as the go-to destination for diet, fitness, and immunity-related advice, and proactively educating users and recommending relevant products based on their lifestyle and fitness goals.
About The Customer
Healthkart is a well-known Indian omnichannel health brand with over 100 stores across the country. The company is widely recognized for its genuine and authentic nutritional supplements. Healthkart offers a diverse range of healthcare and wellness products from several popular brands. During the covid-19 pandemic, the company sought to build dedicated chat flows to handle the massive surge in user queries and offer tailored product recommendations and nutritional advice.
The Solution
To address these challenges, Healthkart partnered with Haptik to develop a chatbot capable of providing personalized advice on diet and fitness. The chatbot was designed using Haptik’s advanced conversational studio, which allowed for the creation of dedicated chat flows aimed at solving high-value use cases. The chatbot was able to share personalized diet and workout plans based on a person’s fitness goals, eating habits, current weight, lifestyle, and more. It also proactively delivered tailored product recommendations for people looking to boost their immunity during the pandemic. Additionally, the chatbot provided on-demand support for routine queries related to orders, payments, refunds, replacements, etc.
Operational Impact
  • The implementation of Haptik's chatbot solution had a significant impact on Healthkart's operations. Within just five days, the chatbot was able to automate 80% of user interactions, significantly reducing the workload on the company's customer service team. The chatbot was able to cater to over 106k users, handling more than 128k conversations. This allowed Healthkart to provide personalized diet and workout plans, recommend products that align with each user's unique fitness goals, and offer easy order tracking after purchase. The chatbot has revolutionized the way Healthkart approaches health and wellness, making it a more user-friendly and efficient service.
Quantitative Benefit
  • Automation rate of 80%
  • Over 106k users catered
  • Handled more than 128k conversations

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