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Details & AnmeldungCase 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 and optimizes its customers' value chain with innovative, sustainable and economical 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 economic delivery – complete the portfolio. This broad spectrum of services is a strength – and at the same time places high demands on digital customer communication.
The Mercury.ai Chatbot supports Böllhoff in guiding customers digitally and target-oriented through this broad product portfolio – quickly capturing individual requirements, proposing suitable solutions and answering questions directly.
Challenge: Complex B2B portfolio, missing digital consulting channel
Böllhoff chose to cooperate with Mercury.ai back in 2019 – with a clear objective: to create a solution that guides and advises customers digitally and based on their needs. The high complexity of the product portfolio presented the company with a central challenge: to map 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 e-mail or telephone – even though the information had long been digitally available.
Complex product portfolio
From standard screws to special assembly systems – the product variety made digital orientation difficult for customers.
Media disruptions in customer dialogue
Customers had to switch to e-mail or telephone – a continuous, digital channel was missing on the website.
International scalability
The desire to consistently serve international customers in their language grew with the company.
Service load through routine inquiries
Recurring product questions tied up capacity in customer service that was missing for more complex concerns.
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Solution: An AI chatbot as the first contact on the Böllhoff website
With Mercury.ai, Böllhoff established an intelligent Web Chatbot on its own website that guides visitors through the product portfolio in a targeted manner. The assistant detects individual requirements, suggests suitable solutions and answers frequent questions directly – without media disruption, without waiting times.
At the same time, the customer service team is relieved: standard inquiries are processed automatically, so the team can focus on more complex, consultation-intensive concerns.
Intelligent Navigation | The Chat Widget actively guides customers through the range and helps them 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 e-mail 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 stay in the channel. The service team can focus on consultation-intensive inquiries that require real human expertise. |
Johanna Neumann
Head of Marketing Europe, Böllhoff Group
“With our chatbot, our customers can find the right product quickly and easily and resolve open questions directly without having to switch media. In this way, we offer a consistent, efficient service right where our customers need it.”
Implementation: Collaborative, practical and quickly in live operation
The cooperation with Mercury.ai was characterized by mutual trust and genuine partnership from the very beginning. It was particularly impressive how intensively the developer team grasped Böllhoff's specific products and requirements – to create a truly tailored, not just a 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 real operation early on. In ongoing operations, the team particularly appreciates the reliable availability and quick support for questions.
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Result: Daily qualified leads and noticeable relief in customer service
The chatbot is heavily used by Böllhoff customers. Every day, concrete inquiries and qualified leads come in – directly via the website, without detour. Many standard questions are answered immediately before they reach the customer service department.
The 24/7 availability ensures that customers receive support regardless of business hours. The service team is noticeably relieved – and can deliberately direct its energy to more complex concerns. All key figures can be viewed in real time via Mercury Intelligence.
Noticeable effects in everyday work
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 real human expertise
Customers receive support at any time – regardless of the time of day or day of the week
Qualified leads and product inquiries arrive daily via the chatbot channel
Outlook: Multilingualism and even more precise product recommendations
Böllhoff sees the AI chatbot as a strategic tool that is being continuously developed in line with company requirements. Two main directions are in focus – supported by the Knowledge Hub and the platform's growing integration possibilities.
Even more precise answers: The chatbot is continuously being further developed to address individual customer inquiries in an even more specific manner – more precise in product recommendations, more precise in dialogue.
Internationalization: By integrating additional languages, the service is also to be expanded internationally – with the goal of offering consistent, high-quality digital advice worldwide.
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