CUSTOMER STORIES
Tom Jeffrey – Creative Director and Co-Founder
WaveSpas
of queries answered instantly
COMPANY
WaveSpas is a family-run business offering affordable, luxury spas.
HEADQUARTERS
UK
INDUSTRY
Home & Garden
SELLING PLATFORMS
Shopify, Amazon, eBay, Mirakl Connect
SOLUTIONS
eDesk
CUSTOMER SINCE
2024
SWITCHED FROM
Netsuite
FAVORITE FEATURES
AI chatbot
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.
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 webstores 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.
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.
Ava’s now the front line of support at WaveSpas, answering upwards of 70% of incoming queries on the spot. 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.
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