How Fynd Kaily handled 850,000+ support messages for Netmeds

See how Fynd Kaily's support agent helps 171k users for one of India’s leading online pharmacies

Introduction

Industry

Retail/Ecommerce

الحلول

Order tracking

Customer support

Billing support

Returns processing

عمليات الدمج

Total Workflows

120

Actions Executed

3M+

Netmeds is one of India’s leading online pharmacies, serving customers with time-sensitive and high-trust needs. Handling medicine and personal care orders requires brands to offer quick, easily-trackable deliveries and instant customer support.   

Their customer queries frequently involve order tracking, tackling delivery issues, refunds, and policy disputes.

The only way for Netmeds to steer ahead of the competition would be to offer empathetic, highly-personalised and always available customer support that solves customer issues in real-time.

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Most of our customers come looking for urgent help with their orders. Fynd Kaily helps us address them instantly and clearly, without losing trust. It has taken a lot of stress off our customers and support teams.

Full Name

Director of Ecommerce, Netmeds

850k

Support messages handled

171k

Customers engaged

96%

Favourable customer feedback

50+

Use cases served

The Opportunity

Netmeds receives thousands of order and billing queries every day. In a competitive market like India, the brand needed to meet these support requirements to serve each customer well and build loyalty:

Discovery help for finding the right medicines and products
High-quality, empathetic support for every customer
Instant answers to hyper-specific queries about medicines
24x7 support for order, billing, refunds and other policy-related queries

Providing this quality of customer support at scale would require a highly-accurate AI agent trained on Netmeds’s custom policies.

The Agent

Meet: NetMeds Assistant

Team Fynd Kaily created a customized support agent trained on all of Netmeds’s product data and policies

Team Kaily created a customized support agent trained on all of Netmeds’s product data and policies

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Impact: Driving 24x7 customer support at a high quality

NetMeds Assistant supports shoppers throughout their journey from discovery to post-purchase support

41% queries were related to order tracking
22% customers needed help with post-purchase customer service
12% queries were regarding delivery-related issues
Other discovery, purchase and policy-related topics made up 25% of the queries

Fynd Kaily’s versatility helps Netmeds’s shoppers find the right answers no matter the use case.

The agent handles all of these queries at scale, helping hundreds of thousands of users throughout the day

NetMeds Assistant has handled 856,326 customer messages (as of 10th Feb 2026)
It has helped 170,439 distinct customers with support, delivery, order and shopping related queries
Average user engagement remains stable throughout the day, reaching peak volume at 7PM

These numbers indicate 24x7 usage of the AI agent at scale.

Through all of this, NetMeds Assistant keeps shoppers engaged, maintaining both response quality and user engagement way above expected bechmarks

NetMeds Assistant resolves complex order queries with a 96% favourable customer sentiment
The agent receives an average of 4.32 messages per thread, showing deep engagement beyond simple Q&A

What this means for your brand

Major players like Netmeds are often skeptical of AI agents. Their major concerns include true use case coverage and the ability of the agent to maintain high response quality at scale. Our collaboration with Netmeds proves: with truly intelligent and flexible AI agent platforms like Fynd Kaily:

Business can push for of meaningful adoption of AI beyond the general FAQ/support use cases.
With the right training and customization, AI agents can maintain deep, meaningful user engagement and maintain agent response quality even at scale

NetMeds Assistant primarily supports NetMeds as a post-purchase support agent. However, Fynd Kaily’s success in demanding retail markets like India is an indicator of our platform’s ability to handle the full spectrum of complex ecommerce use cases other than just order and delivery help.