AI Agents handle over 50% of all customer inquiries
MBOwebshop.nl scales customer service with Watermelon
MBOwebshop.nl, supplier of learning materials for vocational education, saw a rapid growth in customer inquiries. With the help of Watermelon’s AI Agents, more than half of all inquiries are now handled automatically, resulting in faster service, lower costs, and scalable customer support.
The challenge
With market growth, the number of inquiries at MBOwebshop.nl doubled. Students asked many recurring questions about books and licenses, which overloaded the service team. Waiting times increased, leaving less time for complex issues. The company needed a solution that could provide immediate answers without adding extra staff.
The solution
With Watermelon, AI Agents were launched quickly, both via chat and WhatsApp – the channel students use daily.
Thanks to smart features like the Web Crawler and Document Scraper, the AI Agent always has access to up-to-date information about books, licenses, and deliveries. Frequently asked questions are now answered instantly and automatically, while complex cases are forwarded to a staff member.
Pascal Timmermans, Director of Customer & Innovation at MBOwebshop.nl, explains: 'Watermelon’s AI Agents help us grow without high staffing costs. Students get immediate answers, and our team has more time for the really important questions.'
“Watermelon’s AI Agents help us grow without high staffing costs. Students get immediate answers, and our team has more time for the really important questions.“
The results
The implementation of Watermelon’s AI Agents led to immediate improvements in speed, efficiency, and customer satisfaction. With over 2200 conversations per month, more than 50% are handled automatically, saving the service team significant time.
Operational costs have been reduced by 35%, and new employees are onboarded in half a day instead of a week. For students, this means direct and reliable answers. For the team, it means less stress and more focus on complex cases that require personal attention.
2200+
conversations per month
50%
handled automatically
35%
lower operational costs
Watermelon as a partner
With continuous updates and new features, Watermelon remains a reliable partner for growth and innovation. For MBOwebshop.nl, AI Agents have become an indispensable part of daily operations.
They ensure scalable, efficient customer service and make it possible to maintain quality during peak periods without hiring extra staff. Pascal sums it up: 'With Watermelon, we found a partner that helps us improve customer service and be ready for the future.'