See how Ava, eDesk's AI Chatbot, answers 70%+ of WaveSpa's customer queries in an instant
Tom Jeffrey – Creative Director and Co-Founder WaveSpas
About Wavespas
WaveSpas is a family-run business providing affordable, cutting-edge leisure products. They offer luxury spas on a friendly budget with a reach from the US to the EU, and plans to expand to the UAE in the near future.
The Problem
WaveSpas serves happy customers across the globe and, as a result, across time zones. Around three-quarters of the queries that come into the team around the clock from their web stores are pre-sales.
Therefore, the faster WaveSpas can answer them, the less likely they are to leave cash on the table. The team was working with an average 24 hour response time because of the distributed nature of the business, but they knew they could do better, and see higher conversions off the back of it.
"Prior to implementing eDesk, we looked at Gorgias and Zendesk but found their AI chatbot functionality to be very limited. Opting for Ava by eDesk was an easy decision."
Tom Jeffrey - Creative Director & Co-Founder
The Solution
Enter Ava. By the power of eDesk’s AI chatbot, what once took WaveSpas around a day to respond to was answered in an instant. Ava takes on routine questions and provides immediate answers, with no compromise on quality.
Trained on the WaveSpas website content, product listings, instruction manuals and other support collateral, Ava continuously delivers accurate information at speed—in their brand voice. So, no more sleepless nights worrying if valuable presale queries will go unanswered after hours.
“It takes a long time to train our customer services up. Within 24 hours of scoping the website, Ava pretty much understands our product better than us, and certainly more accurately.“
Tom Jeffrey - Creative Director and Co-Founder
THE RESULT
By balancing this next generation of tech with a talented support team, WaveSpas have been able to manage increased ticket volumes during peak periods without the need to increase the headcount of their customer service team, resulting in massive cost savings.
Ava’s now the front line of support at WaveSpas, answering upwards of 70% of incoming queries on the spot.
"Ava’s already superb, but it's just going to get stronger and stronger. It's only been like a couple of months and we're already seeing massive benefits of it."
Tom Jeffrey - Creative Director & Co-Founder
