A website assistant that answers 80% of customer questions
Every unanswered question on a website is a visitor who might leave and never come back. This client's support team was answering the same handful of questions all day, and anyone who visited outside working hours got nothing at all.
The situation
The team was stretched. Simple questions about services, availability and bookings were taking up the time they needed for the problems that actually required a person. Customers were waiting, and some of them were giving up.
What I did
- Built an AI chatbot and placed it on the client's homepage, trained on their services, policies and most common questions.
- Gave it the ability to book appointments directly, so a question could turn into a booking in the same conversation.
- Set it up to handle basic troubleshooting on its own.
- Designed a clean handoff for complex cases. The bot passes the conversation to a human along with a short summary, so the customer never has to explain themselves twice.
What happened
The bot now answers around 80% of customer questions without anyone on the team getting involved. Customer satisfaction improved straight away, and the support workload dropped sharply, leaving the team free to focus on the cases that need a real person.
Why this matters for your marketing
A chatbot isn't only a support tool. It's part of your conversion path. Every question it answers at 11pm is a booking you might otherwise have lost to a competitor whose site did answer.
Tools used
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