How PetBase Automates 95% of Customer Service

Always available for customers

Many inquiries come in outside of business hours, which meant that (before implementing AI chatbots) providing immediate assistance was not always possible. With Watermelon’s chatbot, customers now receive answers day and night to questions about chip numbers, data changes, or missing pets. This reduces wait times and eases the workload for PetBase employees.

Whether it's during the day, in the evening or on weekends, chatbot Kim is always ready to help. 'The chatbot has truly made a difference for us,' says Denis, General Manager. 'Customers get the right answer instantly, without having to wait for a staff member.'.

Working more efficiently through smart automation

Previously, answering standard questions took a lot of time. However, the chatbot has completely eliminated that challenge. Frequently asked questions are now handled immediately, allowing the PetBase team to focus on more complex tasks and personal customer interactions.'We see that customers are now helped much faster,' says Jorn, marketer at PetBase. 'What used to take several minutes or even longer is now resolved within seconds. This saves us a huge amount of time and ensures a pleasant customer experience.'

Chatbot Kim is always up-to-date and helps customers with accurate answers because she is linked to all the information on the website through the Web Crawler. The Web Crawler automatically collects URL-links from the website and stores the information, allowing the chatbot to become smarter and answer questions more effectively. Jorn also mentions that Watermelon is easy to use. 'You don’t need any technical knowledge to set up the chatbot. Thanks to the simple interface and automatic crawling, where the chatbot collects links from your website and stores the information itself, you can quickly create a well-functioning chatbot without any programming. This makes it easy for any company to use a smart chatbot.'

A chatbot that grows with PetBase

PetBase has set up the chatbot itself and continues to improve it. 'We enjoy discovering and testing new technology,' says Denis. 'Watermelon makes that very easy. We can make adjustments ourselves and see the results immediately.'

Additionally, the chatbot continuously learns from customer inquiries. 'If we notice that a question is asked frequently, we make sure the chatbot provides a proper answer right away,' says Jorn. 'This way, it grows alongside our database and our customers.'

95% of customer inquiries answered automatically

Denis proudly shares that their original goal was to automate 90% of customer service with Watermelon, but they have already reached 95%. This allows employees to focus on other tasks. 'Previously, we spent an average of 7 to 10 minutes per chat answering questions,' Denis explains. 'Now, it takes us almost no time at all, as the chatbot handles most inquiries automatically.'

With Watermelon's Chatbot, PetBase Saves Around 58 Hours Per Month on Customer Service.This is a significant gain for a customer service team consisting of just two full-time employees. 'That’s time we can now spend on improving our services and personally assisting customers who truly need tailored support,' says Jorn.

More conversions and less peak times

During busy periods, such as holidays and vacation seasons, PetBase typically receives a high volume of calls and emails. With the help of the chatbot, this workload has been significantly reduced. 'During the holidays, we kept the phone lines closed for two weeks,' says Denis. 'The chatbot handled everything immediately, and we didn’t receive any complaints from our customers.'

Resistance to chatbots has also decreased. 'People were skeptical about AI in the beginning, but now they realize that our chatbot truly helps,' says Jorn. 'We even instructed the chatbot to type a little slower so that it feels even more natural.'

Fast and user-friendly

For PetBase, it wasn’t just the technology that determined the choice for Watermelon, but also the flexibility and speed of the platform. 'We were looking for a solution that was immediately applicable and could grow with us,' Denis explains. The user-friendliness and support from the Watermelon team played a major role in this. 'We were able to set up the chatbot largely on our own and went live in no time, whereas other providers took much longer. That fast implementation made all the difference for us.'

Conclusion

PetBase is convinced of the power of AI and the added value of Watermelon. 'We would absolutely recommend Watermelon to companies that receive a high volume of customer inquiries and want to automate their service,' says Denis. 'For us, it has resulted in significant time savings without compromising the quality of customer service. In fact, customers now receive faster and more consistent responses.'

The user-friendliness of Watermelon is also a major advantage. 'The platform is intuitive and flexible, allowing us to easily make adjustments ourselves. This makes it ideal for companies like ours that are constantly looking to improve and grow.'