24/7 availability and more conversions

The Challenge

For Afzetbak and De Afvalmaatjes, fast and reliable communication was crucial. Yet they often found their customer service unavailable outside office hours. Customers had to wait for answers, which hurt satisfaction levels. At the same time, the number of inquiries was rising quickly, leaving less time for tasks that required physical work, such as collecting or swapping containers. The urgent question became: how do you stay available and efficient without increasing staff costs?

The Solution

Switching to Watermelon provided the answer. Within a short time, an AI Agent went live on both the website and WhatsApp – the channel customers prefer. This allowed customers to ask questions or request container services at any time of day. Routine questions are handled automatically, while more complex requests are smoothly transferred to a human agent.

Maurice Hagen, owner of Afzetbak and co-owner of De Afvalmaatjes, explains: “It’s truly a relief that the AI Agent also runs at night and can independently handle conversations. Customers get instant answers, and we gain time for the core tasks of our business.”

The Results

The implementation of the AI Agent delivered immediate impact. Afzetbak and De Afvalmaatjes are now available 24/7, ensuring customers always receive instant support. This not only increased satisfaction but also resulted in 150 extra conversions each month. On top of that, they saved 1.5 FTE by automating routine questions, allowing staff to focus on complex cases. For customers this means speed and clarity, and for the team it means efficiency and peace of mind.

Watermelon as a Partner

One of the key reasons for choosing Watermelon was the platform’s flexibility and support. “Watermelon fits perfectly with our way of working,” says Robin Dirksen from IT partner Bluey. “It’s an extra tool that helps us support customers better.” The onboarding process ensured a smooth start, with clear instructions and practical tips to get the most out of the AI Agent.

The collaboration didn’t stop after launch. Afzetbak and De Afvalmaatjes continue to innovate by using new features like Watermelon Actions, which connect their own systems to the AI Agent. This enables customers to request order statuses or container pickups without human involvement. The AI Agent grows alongside the company and its customers.

Conclusion

Thanks to Watermelon’s AI Agents, Afzetbak and De Afvalmaatjes have transformed their customer service. They are always available, save costs, and achieve more conversions. “The AI Agent has truly become part of our process. Without AI Agents, we couldn’t maintain the service level we provide today,” concludes Maurice. The result: greater efficiency, satisfied customers, and room to grow.