Denform kwam terug bij Weply na een chatbot te hebben uitgeprobeerd

Please tell us about your company, Denform? 

We are Denmark’s largest and highest-rated wellness company, supplying outdoor hot tubs and saunas across Denmark and several European countries.

Our products are considered purchases. It is meaningful investments that require careful planning and preparation. Customers typically reach out well in advance to understand installation requirements and clarify technical details before making a decision.

The journey from initial inquiry to final purchase can vary significantly, ranging anywhere from a single day to as long as six months.

Why do you have a chat solution on your website?

To be available to our customers exactly when they need us.

Our customers’ research phase often begins in the late evening hours, at a time when our customer service team is no longer in the office.

The chat solution ensures that we are accessible, responsive, and able to support customers even outside traditional business hours.

You had been customers with Weply for a while, but you chose to test an AI-only-based chat solution. Why?

At the time, it was significantly more cost-effective than Weply, which is a fully staffed live chat solution.

Additionally, an AI-powered system is capable of handling a large share of the support-related questions our customers typically ask.

This allowed us to provide fast, consistent responses while optimizing internal resources.

What did the test show you? What worked well, and what didn’t? Why did you return to Weply?

The test provided us with valuable insights.

What worked well:
The majority of customer inquiries were answered instantly as expected, which created a very positive experience.

For example, a customer might be standing next to their hot tub on a Sunday afternoon, trying to adjust the water quality, but something isn’t working properly. Normally, they would have to wait until the next day to get assistance from DenForm. With the AI chat solution in place, the customer received immediate guidance, exactly when they needed it, just as they also did with Weply.

That level of instant availability is important.

What didn’t work:
We also discovered some important limitations.

The AI would often attempt to provide an answer, even when it wasn’t fully confident. Instead of acknowledging uncertainty, it would sometimes deliver incorrect guidance. For DenForm, this posed a significant risk, as inaccurate advice can lead to poor customer experiences and potentially damage trust in our brand.

Additionally, in sales-related conversations, the AI tended to focus on answering questions rather than capturing leads contact details such as phone numbers and email addresses. This meant we missed opportunities to follow up personally and nurture potential customers.

Why we returned to Weply:
Ultimately, we realized that while the AI-only-chat offered speed and availability, we needed a solution that combined responsiveness with accuracy, quality assurance, and stronger lead capture. That balance is what brought us back to Weply.

What Do You Appreciate Most About Weply?

What we value most is Weply’s ability to consistently capture customer contact details and turn conversations into qualified leads, matching our lead qualification demands.

At the same time, the team is always live, regardless of the time of day, ensuring that our customers can reach a real person whenever they need assistance.

On top of that, the level of customer service is consistently high. The dialogue feels professional, attentive, and aligned with our brand, which is essential when representing DenForm.