How CFS.it Reduced 75%+ of its Customer Support Workload for Medical Devices with AI-Powered Chat

Key Results

• Achieved immediate, context-aware responses for medical device questions
• Guided customers through complex purchasing decisions without human intervention
• Eliminated generic AI responses in favor of brand-aligned, natural conversations
• Streamlined post-sales support for specialized healthcare equipment

Company Overview

CFS.it is an Italian online retailer specializing in medical devices, home care aids, and professional healthcare supplies. Since 1996, they have provided comprehensive healthcare products including blood pressure monitors, digital scales, and sphygmomanometers to healthcare professionals, clinics, and home users. The company emphasizes quick delivery within 24-48 hours and focuses on dependable diagnostic tools for ambulatory, surgical, and disinfection requirements.

Industry: Health & Wellness  
Headquarters: Italy  
Founded: 1996  

Challenges

Customer inquiries about medical devices required specialized knowledge that generic chatbots couldn't provide.

CFS.it faced mounting pressure from customers seeking immediate answers about complex medical equipment. Healthcare professionals and home users needed precise information about blood pressure monitors, sphygmomanometers, and diagnostic tools, but generic AI chatbots delivered artificial, irrelevant responses that failed to address technical specifications and medical applications.

The company's customer support team spent increasing hours answering repetitive questions about device compatibility, professional-grade accuracy requirements, and product availability. Stock shortages for popular items like UA-651BLE and UM-211 models generated constant inquiries, while customers expressed frustration with delayed responses to time-sensitive medical equipment needs.

Customer complaints centered on stock availability issues and extended delivery times, particularly for specialized items like Holter devices and pediatric accessories. The support team struggled to provide real-time inventory updates while maintaining the professional expertise expected in the healthcare sector.

"What stood out to me about Zipchat is how practical and business-oriented it feels. Compared to other AI chatbots, it's less generic and much more focused on real customer interactions, with answers that sound natural and relevant rather than artificial."

Solutions

CFS.it implemented Zipchat to deliver immediate, context-aware responses that maintained their professional healthcare expertise.

The implementation focused on training the AI system to understand medical device specifications and healthcare applications. Rather than deploying a generic chatbot, CFS.it configured Zipchat to recognize the technical requirements of healthcare professionals while remaining accessible to home users seeking reliable diagnostic equipment.

The system integrated seamlessly into their e-commerce platform, accessing real-time inventory data to provide accurate stock information for high-demand items. This eliminated the disconnect between customer inquiries and actual product availability that had previously frustrated healthcare professionals requiring specific models.

Zipchat learned to guide customers through complex purchasing decisions by understanding the relationship between different medical devices and their applications. The system could recommend appropriate cuffs for specific sphygmomanometer models, suggest compatible accessories, and explain the differences between professional and home-use equipment.

"The Zipchat feature I find most valuable is its ability to provide immediate and context-aware responses to customers. I especially appreciate how it accurately understands questions and guides users through the purchasing journey without being intrusive."

Results

CFS.it achieved a 75% reduction in customer support workload while maintaining the professional expertise customers expected.

The AI system now handles the majority of routine inquiries about product specifications, stock availability, and compatibility questions. Healthcare professionals receive immediate answers about device accuracy standards and regulatory compliance, while home users get clear guidance on selecting appropriate monitoring equipment for their needs.

Operational Improvements:
• 75% reduction in customer support workload for routine inquiries
• Immediate response times for stock availability and product specifications
• Natural, brand-aligned conversations that eliminate artificial AI responses
• Streamlined purchasing journey guidance for complex medical equipment

Customer Experience Enhancement:
• Context-aware product recommendations based on specific healthcare needs
• Real-time inventory updates for high-demand items like blood pressure monitors
• Post-sales support integration for ongoing customer assistance
• Professional-grade accuracy in technical product information

The system continues to learn from customer interactions, improving its ability to distinguish between professional healthcare requirements and home-use applications. This ensures that cardiac care units receive appropriate guidance for clinical-grade equipment while helping families select reliable home monitoring devices.

"It suggests relevant items based on the customer's needs and questions, helping them quickly find the right solution. It also provides strong post-sales support and customer assistance, helping users even after the purchase. This makes the buying process smoother and more efficient, and helps customers feel more confident in their choice."