Interview
INTERVIEW WITH OSCAR BRØGGER, DENFORM
Who is Denform?
We are Denmark's largest and highest-rated wellness company, supplying outdoor spas and saunas to Denmark and several countries across Europe. Our products are typically considered purchases that customers take time to research and prepare for.Customers often contact us well in advance to investigate installation requirements and clarify other technical questions. From first enquiry to sale, the timeline can range from 1 day to 6 months.
Why do you have a chat on your website?
To be there for customers when they need it. Our customers' research phase often begins in the late evening hours, when our customer service team has left the office. The chat solution ensures we're available and able to support both existing customers and potential new ones, even outside our normal opening hours.
You had been a Weply customer for some time, but chose to test an AI chatbot from another provider. Why?
Because at the time it was a significantly cheaper alternative than a staffed chat solution, and an AI can answer many of the questions our customers ask.
What was the result of the test? What worked well, and what didn't? And why did you come back to Weply?
The test gave us some valuable insights.
What worked well: The majority of customer enquiries were answered immediately, which was a positive experience for our customers, as it also is with Weply 24/7. For example: a customer is standing by their spa on a Sunday afternoon wanting to adjust the water quality, but something isn't working. They need a solution, which they'd normally have to wait until Monday for from Denform. With the AI chat function, it could answer the customer immediately.
What didn't work: We found that an AI chatbot would rather give a wrong answer than admit it doesn't know. This was not acceptable for Denform, as incorrect advice can lead to poor customer experiences.The AI chat also preferred to answer customers and leads directly when they showed buying interest, instead of converting them into leads that we could contact. This meant we lost leads, potential revenue, and in reality gave purchase-intent visitors a poor experience.
Why we came back to Weply: Weply offers a solution where humans verify answers, ensuring we always deliver the best possible customer experience. On top of that, Weply are experts at converting traffic into qualified leads that meet our lead requirements. They simply generate far more leads, and thereby revenue, than an AI chatbot.
What do you value most about working with Weply?
That you're really good at capturing customers' relevant details and information tailored to our qualified lead criteria, and that you're always live - regardless of time or day. On top of that, you have great customer service.
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