Spega Medical
Medical e-commerce · Source published June 6, 2025
Before Briano
Growing e-commerce traffic increased questions about products, availability, delivery and order status. Support specialists also needed time for complex or medically sensitive enquiries.
What changed
A support agent uses structured service knowledge to answer routine enquiries and hands complex or sensitive cases to people.
Reported result
The published customer story reports a 65% solution rate and a first response time below three seconds.
These are results from this implementation. The published story does not specify the measurement window, sample size or full definition of solution rate.
Medical advice and sensitive interactions remain with the appropriate human specialists. The implementation concerns e-commerce service support.
What to measure in your own pilot
- Resolved enquiries using an agreed definition
- First response time
- Appropriate human escalation