Dawaking Pharmacy
How Dawaking Reduced Response Time by 80% & Maintained a 95% CSAT — All via Bytepaper
With Rajay Kamal, CoOwner at Dawaking
95%
CSAT Rating
20%
Faster Response Time
102%
increase in order volume
About the brand
Dawaking is a leading pharmacy retail chain based in Patna, Bihar. They are best known for delivering 100% genuine Medicines and Vaccines, Healthcare products and devices. While Dawaking had already earned trust offline, now their online ordering system via WhatsApp is the most used option by customers.
Website
Industry
Pharmacy
Solution used
WhatsApp Engagement
Retail Orders Management
WooCommerce Integration
We spoke with Dawaking’s Operations Team
We had a quick chat with the Dawaking team — one of Patna’s most trusted multi-store pharmacies — to understand how they brought order to their growing WhatsApp chaos.
Before Bytepaper, Dawaking’s WhatsApp was just a regular inbox. It was chaos. Some orders got missed. Ad leads from CTWA campaigns would go unnoticed. Customers kept asking, “Where is my order?” — because there was no update system.
And their team? They didn’t need more tools. They just needed a better system.
That’s when Bytepaper came in.
Now, incoming WhatsApp orders land directly in their Bytepaper dashboard. The team assigns each query to the right person, creates orders in one click, and sends real-time updates — without leaving the chat.
The result?
⏱️ Response time dropped by 80%.
🌟 CSAT stays above 95%.
📦 Orders flow faster.
🙌 Customers stay happy.
Problems they faced:
Missed Chats. Missed Orders. No Central System.
Before Bytepaper:
Dawaking used multiple WhatsApp numbers across their stores.
Orders came in through chats, but follow-ups were often missed.
CTWA (Click to WhatsApp) ad campaigns weren’t generating long-term value because leads weren’t tracked.
Customer support was manual and disconnected.
Online sales were inconsistent and heavily dependent on team memory.
The Turning Point
The Dawaking team first used Bytepaper’s WhatsApp Engagement tool to manage their incoming chats. Their prime goal was not to miss any new customer. They interconnected all their stores through Bytepaper.
1. Streamlined WhatsApp Chats
Their first target was to centralized a WhatsApp number and to achieve streamlined WhatsApp Chats.
Initially they started with Chatbots and Quick Replies. Later, with WhatsApp Flows release, Order taking with prescription became more easier on WhatsApp. They setup WhatsApp Flows to receive prescriptions and share order details.
During initial WhatsApp channel setup, their main targets were to –
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Not miss any chat
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Setup Quick Replies and Chatbots
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Setup Retargeting campaigns to bring back lost customers.
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Streamline their Contacts and identify segments.
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Bring team together in a single place
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Capture Prescriptions and Order in WhatsApp Chat
2. Integrate WooCommerce Orders & Send Order Notifications
Bytepaper integrated with Dawaking’s WooCommerce, making Orders tracking easier, and they were now able to send WhatsApp Notifications. Through this integration, they were able to do:
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Real-time syncing of orders
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Google sheet integrated Inventory updates
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Notification triggers at different orders stages
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Overall improved customer experience
3. Enhanced Customer Engagement
With Chatbots, Quick Replies and Broadcast Campaigns, Dawaking keeps its customers engaged.
Dawaking teams now maintain all contacts in Groups and add Tags, add data in custom fields like Refill date and reminder dates to timely engage them for refill and other reminders.
4. Quick WhatsApp Chats to Orders Creation Process
With Bytepaper, Dawaking now generates orders directly from WhatsApp Chats. With a pre-synced inventory and an add prescription option, it is easier to create an Order during chat.
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Create Orders with attached Prescription.
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Create Orders from chat with Product list
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Enhanced Orders Accuracy
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Trigger Order Notifications
5. More Efficient Customer Support
Today, Dawaking handles all customer support from a single, centralized WhatsApp number. Chatbots handle all requests by customers related to order updates, cancellations, or general queries.
When needed, their team joins the assigned chats by chatbots to resolve issues with a personal touch. It’s faster, more organised, and a whole lot better than juggling calls or scattered messages.
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Customer interactions and queries
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Report Orders and Cancellation issues
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Question related to certain medicines
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Delivery related queries.
6. Retargeting Customer with campaigns
Dawaking can now reach out to their customers from time to time for –
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Refills and new orders
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Promotions and discounts
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Loyalty programs and rewards
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Enhanced customer retention and revenue growth
Results and Benefits
"We were constantly firefighting everyday. WhatsApp Chats were coming, and we were not able to track who replied to incoming chats. Customers used to wait for a reply from our side. Once we switched to Bytepaper, everything became more streamlined. With Bytepaper, Our team is now responding faster, no query is missed. Even our team attends to every chat within 2-3 minutes. We finally have a system that works for us. Our team isn’t burned out anymore, they are more focused. We are managing orders, we are growing. We are handling payments over WhatsApp, and moving on to setting up smart replies for common queries. Bytepaper didn’t just organise our chats — it helped us rebuild how we work, and made space for real growth."
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Improved Customer Satisfaction Score
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Increased Customer Retention Rate
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Enhanced Tracking and Reporting
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Streamlined Marketing, Sales and Support Operations
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Higher Revenue and Competitor Win
Setup Pharmacy Online
Never Miss any order with Bytepaper
- Missed Customers
- Messy WhatsApp chats
- Lost Orders
- Late Deliveries
Streamline your Pharmacy store end-to-end with an integrated WhatsApp API Solution – Bytepaper.
