24/7 Availability and Improved Conversions

Always accessible customer service

Before Afzetbak and De Afvalmaatjes started using Watermelon, they found that they were not always able to respond to customer inquiries quickly and efficiently, especially outside of office hours. 'We simply weren’t always available, and that impacted customer satisfaction,' says Maurice Hagen, owner of Afzetbak and co-owner of De Afvalmaatjes. Thanks to the chatbot, this issue is now a thing of the past. Watermelon ensures that customer service is now available 24/7, allowing customers to ask their questions anytime, even when staff is not present. 'It’s really a breakthrough that the chatbot runs at night and can handle conversations independently,' says Maurice.

Automation leads to efficiency

With the in Watermelon created chatbot, Afzetbak and De Afvalmaatjes were able to optimize many of their customer service processes. Customers can easily request a container exchange, emptying, or new order via the chatbot. 'Customers only need to submit their request once in the chatbot, and we can respond directly,' explains Maurice.

'We can now focus on tasks that require a human touch, such as placing and picking up containers and recycling waste.' 'The chatbot handles standard questions, which saves both us and the customer a lot of time,' adds Maurice. This automation has not only led to higher customer satisfaction but also to a personnel savings of 1.5 FTE.

Watermelon perfectly fits the workflow

One of the reasons Afzetbak and De Afvalmaatjes chose Watermelon is the platform's flexibility. 'Watermelon perfectly matches our work situation,' says Robin Dirksen, who was involved in the implementation on behalf of IT partner Bluey.

By integrating the chatbot on various channels like the website and WhatsApp, customers can easily contact the company through their preferred method. Robin also highlights the added value of the support received from Watermelon during the implementation process: 'The onboarding was really well done. We received clear instructions and tips to maximize the functionality.'

More conversions thanks to the chatbot

Since deploying the chatbot made with Watermelon, Afzetbak has seen a significant increase in the number of conversions. 'Thanks to the chatbot, we have 150 extra conversions per month,' says Maurice proudly. 'We wouldn’t have been able to achieve that without the chatbot taking over our tasks outside of working hours.' The chatbot gathers all the necessary information around the clock, enabling employees to act quickly, leading to an efficient process and satisfied customers.

Personalized and reliable answers

A key advantage of the Watermelon chatbot is that it adapts to the branding of Afzetbak and De Afvalmaatjes. This ensures that customers receive personalized responses that align with the identity of the companies. 'The most important thing is that the answers generated by the chatbot are entirely in our style,' says Robin. Additionally, the extensive AI database ensures that even complex, industry-specific questions can be answered quickly and accurately.

Further innovation and continuous improvement

Afzetbak and De Afvalmaatjes continue to improve their service by using new functionalities from Watermelon. They have started implementing Watermelon Actions, which allow their systems to be linked directly to the chatbot. This enables customers to check the status of their order or schedule a container pick-up without the help of an employee.

Robin mentions, 'The technology is constantly improving. We regularly provide feedback or feature requests on Watermelon’s roadmap. It’s great to see that this feedback is under development and that they are working on it. They also ask if this is exactly what we mean or if there are other issues.'

Conclusion: Watermelon as an indispensable partner

Thanks to the chatbots created with Watermelon, Afzetbak and De Afvalmaatjes have significantly improved their customer service. The company can now work more efficiently, assist more customers, and respond better to inquiries, resulting in an additional 150 conversions per month and increased customer satisfaction. 'The chatbot has truly become part of our process,' concludes Maurice. 'Without the chatbots, we wouldn’t be able to maintain the level of service we provide now.'

The chatbot not only helps answer questions but also allows the team to focus on tasks that require a human touch, enabling the company to continue growing and innovating.