How Balanzs uses AI to keep customer contact personal
How do you protect personal connection as you grow without exhausting your team with repeat questions?
As Balanzs, a yoga studio chain in the Netherlands, grew to ten locations across cities like Amsterdam, Rotterdam, and The Hague, so did the flood of daily messages ranging from lost water bottles to class updates. Responding around the clock wasn’t sustainable. Instead of hiring more staff, they chose smarter support. With an AI Agent from Watermelon, Balanzs now handles customer questions quickly, in their own tone of voice, freeing the team to focus on what they value most: real connection.
From late-night calls to smart conversations
“In the early days, I’d be answering the phone at 11 PM,” recalls founder Zsóka. “And 90% of the time, it was something minor. That had to change.”
Balanzs faced a common challenge: as member numbers soared, so did the volume of questions. Most were easy to answer, but still required a warm, brand-consistent response. These small distractions added up, pulling attention away from deep, meaningful interactions with customers. The goal wasn’t just to lighten the load, it was to reclaim time for true connection.
Why Watermelon?
What stood out to the Balanzs team wasn’t just the technology, it was the philosophy behind it. Watermelon gave them complete control over their AI Agent’s voice and behavior, and offered a local partner that understood their values.
From first exploration to going live took less than a month and the team did it all themselves. No IT department, no developers. Just clear tooling and step-by-step guidance from Watermelon.
“The fact that we could shape every response ourselves made a huge difference. The dashboard is super intuitive. We could tweak answers, test tone of voice, and make sure everything felt like us. That flexibility is rare.“
Measurable results: less repetition, more meaning
Kindly now independently handles around 50 conversations every week. That’s hours of time saved and more importantly: it opens the door for deeper connections. And it’s not just about efficiency. With the pressure off, customers feel freer to ask more personal (sometimes vulnerable) questions. Like: “Are there only slim people in your classes?”
Kindly replies with warmth and inclusivity, the same way a Balanzs team member would. These small, honest interactions build trust and invite more people in. Watermelon’s platform gives full visibility into these conversations, so the Balanzs team can step in when needed, learn from trends, and keep improving the experience.
Smooth setup, zero IT headaches
One of the biggest wins for Balanzs? How easy it was to bring their AI Agent to life without a single line of code. The team had no technical background, but with Watermelon’s intuitive, no-code platform, that wasn’t a problem. They went from idea to live AI Agent in under a month, building everything themselves. The platform guided them step by step: uploading content, structuring answers, and adjusting tone of voice. Everything was visual and easy to test, so they could ensure the Agent matched their brand warm, clear, and welcoming.
Thanks to Watermelon’s built-in webcrawler, the AI Agent automatically keeps itself up to date by scanning Balanzs’ website for the latest information. When something changes like class schedules, studio policies, or opening hours, the Agent adapts without manual input. This way Kindly stays aligned with their website content in real-time, reducing maintenance and keeping responses consistent.
The future: more personal than ever
For Zsóka, this is just the beginning. Her vision? An AI Agent that doesn’t just respond, but actively helps.
“Imagine this: you tell Kindly how you’re feeling today, and it recommends the class that best fits your mood, your body, your history. By doing so you make the whole experience hyper-personal.” She sees a future where every visitor walks into the studio with exactly the support they need, all triggered by a smart, intuitive conversation before they even arrive.
A message to other studios
“You don’t need to be a massive franchise to benefit from an AI Agent,” Zsóka says. “Even one location can make a huge leap forward. AI doesn’t replace your personal touch, it protects it.” Her message is clear: by offloading the repetitive work, your team has time to deepen relationships, strengthen your brand, and truly show up for your community.
Balanzs is living proof: with the right AI Agent, you don’t have to choose between scaling your business and keeping it personal. With Watermelon, they built a digital extension of their team that lives up to their values. Kindly takes care of the routine so the team can focus on what really matters: welcoming people into the world of yoga with warmth, clarity, and care.