Case Study
How Böllhoff makes complex fastening technology digitally tangible with an AI chatbot
Since 2019, Mercury.ai has been guiding Böllhoff's customers directly through one of the widest ranges of fastening technology – automated, around the clock, and without media disruption.
Company: Böllhoff Group
Industry: Fastening Technology
Partner since: 2019
Channel: Web Chat
Böllhoff: Competence leader in 360° fastening technology
Böllhoff is the competence leader in 360° fastening technology, optimizing its customers' value chain with innovative, sustainable, and economic solutions. The extensive range extends from standard screws to special fastening elements and complex assembly systems.
Numerous services – from fastening tests in the accredited laboratory to application consulting and cost-effective delivery – complete the portfolio. This broad range of services is a strength – and at the same time places high demands on digital customer communication.
The AI-Chatbot supports Böllhoff in guiding customers digitally and in a targeted manner through this broad product portfolio – quickly capturing individual requirements, proposing suitable solutions, and answering questions directly.
Challenge: Complex B2B portfolio, lack of digital consulting channel
Böllhoff chose to partner with Mercury.ai back in 2019 – with a clear objective: to create a solution that provides customers with digital, needs-based advice and guidance. The high complexity of the product portfolio presented the company with a central challenge: mapping this digitally in a customer-oriented yet efficient way.
Standard inquiries that could actually be answered immediately ended up in customer service. Customers had to switch media – from the website to email or telephone – even though the information had long been available digitally.
Complex product portfolio
From standard screws to specialized assembly systems – the variety of products made digital orientation difficult for customers.
Media disruptions in customer dialogue
Customers had to resort to email or telephone – a continuous, digital channel was missing on the website.
International scalability
The desire to serve international customers consistently in their own language grew along with the company.
Service load from routine inquiries
Repetitive product questions tied up capacity in customer service that was needed for more complex issues.
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Solution: An AI chatbot as the first point of contact on the Böllhoff website
With Mercury.ai, Böllhoff established an intelligent web chatbot on its website, which guides visitors targetedly through the product portfolio. The assistant records individual requirements, suggests suitable solutions, and answers frequent questions directly – without media disruption, without waiting times.
At the same time, customer service is relieved: standard inquiries are processed automatically, allowing the team to concentrate on more complex, consultation-intensive matters.
Intelligent navigation | The chat widget actively guides customers through the product range and helps find the right solution for individual requirements – from standard screws to complex assembly systems. |
|---|---|
FAQ automation without media disruption | Frequently asked questions are answered immediately and consistently directly on the website – no need to switch to email or telephone. |
Lead generation around the clock | The assistant is active 24/7 and captures concrete inquiries and qualified leads daily – even outside business hours. All leads flow in a structured manner into the Agent Desk. |
Relief for the customer service team | Standard inquiries remain in the channel. The service team can focus on inquiries requiring high consultation, which demand genuine human expertise. |
Johanna Neumann
Head of Marketing Europe, Böllhoff Group
“With our chatbot, our customers can quickly and easily find the right product and clarify open questions directly without having to switch media. In this way, we offer a seamless, efficient service right where our customers need it.”
Implementation: Collaborative, practical, and quickly in production
From the very beginning, the collaboration with Mercury.ai was characterized by mutual trust and genuine partnership. It was particularly impressive how deeply the development team immersed themselves in Böllhoff's specific products and requirements – to create a truly tailored, not just generic, solution.
Training and onboarding were structured, detailed, and practical. Thanks to the No-Code Studio, Böllhoff was quickly able to work independently and transition the chatbot into live operations early. In daily operations, the team especially values the reliable accessibility and fast support for inquiries.
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Result: Daily qualified leads and noticeable relief in customer service
The chatbot is heavily used by Böllhoff customers. Concrete inquiries and qualified leads arrive daily – directly via the website, without detours. Many standard questions are answered immediately before they ever reach customer service.
The 24/7 availability ensures that customers receive support regardless of business hours. The service team is noticeably relieved – and can direct its energy towards more complex concerns. All key figures can be viewed in real time via Mercury Intelligence.
Noticeable daily effects
Customers find products quickly and easily – directly on the website, without media disruption
Standard questions are answered consistently and immediately before they burden customer service
The service team gains capacity for inquiries that require genuine human expertise
Customers receive support at any time – regardless of the time of day or day of the week
Daily incoming qualified leads and product inquiries via the chatbot channel
Outlook: Multilingualism and even more precise product recommendations
Böllhoff views the AI chatbot as a strategic tool that is continuously developed in line with company requirements. Two main directions are in focus – supported by the Knowledge Hub and the growing integration capabilities of the platform.
Even more precise answers: The chatbot is continuously being developed to address individual customer inquiries even more specifically – more precise in product recommendations, more precise in dialogue.
Internationalization: By integrating additional languages, the service is to be expanded internationally – with the goal of offering consistent, high-quality digital consulting worldwide.
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