new
Supercharge your support, grow your sales with our new AI chatbot. See how >>>
eDesk logo

CUSTOMER STORIES

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

70%

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

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.

Prior to implementing eDesk, we looked at Gorgias and Zendesk but found their AI chatbot functionality to be very limited. Gorgias was limited to a knowledge base and wasn't able to scrape our website for answers, and Zendesk was overly complex. So, opting for Ava by eDesk was an easy decision.

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 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.

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

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.

"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 and Co-Founder

Take control of your customer support. Try eDesk for free.

Free 14-day trial.