From purchase intent to point of sale, all in one conversation.

Faced with declining sales, the brand sought to give its digital channels a more active role in the purchasing journey. Beyond building product awareness and generating interest, these channels needed to help consumers find where to buy the product and connect that demand with the pharmacy network.

The brand did not have its own online store, as sales were handled through third-party retailers. The challenge was to guide consumers beyond content engagement by answering a key question — “Where can I buy it?” — and eliminating the need for them to start a separate search on their own.

To address this need, we proposed using WhatsApp as a channel to guide consumers and connect them with pharmacies. The goal was to design a simple, automated conversation that would help consumers find nearby pharmacies based on their location, turning digital interest into a sales opportunity for retail partners.

We designed and launched a conversational flow that allowed consumers to share their location and receive links to nearby pharmacies. We developed the user experience, messaging, and referral logic while navigating the pharmaceutical company's compliance requirements, aligning commercial objectives with the industry's communication standards.

• User Journey Design: We defined each step, from the initial inquiry to connecting consumers with a pharmacy.
• Conversational Flow Development: We structured the messages and options to guide users through a clear and intuitive experience.
• Location-Based Pharmacy Referrals: We used the location provided by each user to share links to nearby pharmacies.
• Compliance Alignment: We adapted the messaging and scope of responses to meet the pharmaceutical company's compliance requirements.
• Channel Activation: We launched the automation to connect digital inquiries with purchase opportunities at pharmacies.