About Kipmed
Kipmed is a fast-growing Brazilian e-commerce company specializing in healthcare, mobility, and orthopedic products. Kipmed team has a clear goal – to democratize access to health and well-being products, uniting the efficiency of the digital environment with the welcoming of human service.
It was founded in 2022, with its headquarter located in São José do Rio Preto, São Paulo. They chose this location strategically because it sits at a major highway junction, allowing them to ship medical supplies across Brazil quickly (which is crucial, since health-related purchases are usually urgent!).
Interesting fact: the name Kipmed was inspired by Finland (frequently ranked as the happiest country in the world). They wanted to bring that focus on happiness, simplicity, and practical Nordic-style design into their business model.
Kipmed operates on 4 major marketplaces – Shopee, Amazon, Mercado Livre, and Magalu, as well as their own webpage. In total, they have 8 profiles.
Before Responso
Before implementing Responso, the communication with clients was scattered across all marketplaces, webstore, and Whatsapp. The “product usage” questions are their most frequent inquiries, they have to deal with daily.
The main struggles:
- Long response times
- Losing logins for Amazon and Magalu – unstable systems that would log out from time to time)
- Tracking history and maintaining standards
- Poor automations – native platform tools that hindered more than they helped)
Before Responso, the Kipmed team had to individually log in to each marketplace account to respond to customers’ each message.
More hours worked to deliver a worse result. Lower ratings, which affected the store’s performance (specifically in terms of response time).
Transition to Responso
While Kipmed team was looking for the right tool for them, the main demands were:
- One place for many channels – the need of centralizing communication with the customers was top priority.
- Less time but more efficiency – they need to reduce the time the team was spending on customer support.
- Gain control and visibility to customer service interactions.
What was the deciding factor of choosing Responso?
It was Multi-tax ID (CNPJ) and multi-seller account integrations, as well as the price.
How was the implementation process? How did Responso impact the team’s work comfort and the overall organization of customer service?
In the beginning, it was hard for the team to adapt, but after a week they were already reporting major improvements.
The process of implementing was simple. There was a learning curve, but it was fast-tracked by the team, increasing our satisfaction even further.
Daily Routine with Responso
The Kipmed team has built a lean, flexible support workflow around Responso. The person handling customer service checks in roughly three times a day — with no fixed schedule, which reflects the team’s culture of internal autonomy. During each session, they review automated responses, then focus human attention where it truly matters: product defects, returns, refunds, and coordinating with the marketplace or supplier when needed.
Most Valuable Features
Two features stand out as game-changers for Kipmed: AI assistant and automation that directly improved response times speed.
Kipmed’s most frequent customer inquiries revolve around product usage – questions like “Is this orthopedic boot for the right or left foot?” or “What shoe size does ‘S’ fit?” These are simple questions, but at volume they consumed a disproportionate amount of the team’s time.
AI Assistant and automations directly improved their marketplace performance metrics. They eliminated the repetitive work of answering simple, recurring questions – like whether an orthopedic boot fits the left or right foot, or which size corresponds to a given shoe number.
Their most effective automation is the Shopee Orthopedic Boot assistant, which handles product-specific FAQs with high accuracy. The AI Assistant also performs well for wheelchairs and walkers. Although for less-documented products like crutches — where it’s unclear if they’re sold individually or as a pair — the AI still needs refinement, it is a really big help.
Measurable Results
The numbers tell a clear story. After implementing Responso, Kipmed saw improvements across every metric they tracked – response rate, response speed, and overall throughput.
What’s Next
Once their automations are fully dialed in, Kipmed plans to integrate additional stores and their website’s complaint channel into Responso. For sales and social media, they’ve built their own solution: virtual agents running on the latest AI models.
Advice for Other E-commerces
“Organize your automations – because most customer questions are very simple. Set those up well, and save your human team for the real problems.”
Would Kipmed Recommend Responso?
Absolutely – for the support, the features, and the price.