Back to case studiesThe Whisky World
The Whisky World ships rare bottles worldwide. A quarter of its calls come in at weekends and after hours. Qualiflow now answers them, opens a support ticket with the order details, and replaced the call centre the shop used to pay for. The pilot went so well that the group added seven more phone numbers.
The challenge
25% of calls arrive at weekends or after hours, when nobody is in. Those calls went to an external call centre that cost a few hundred pounds a month and only took messages. During the day, callers with an order problem waited in a queue whenever the team was busy.
The solution
The AI receptionist answers when the team is busy or the office is closed. It sounds natural, so callers talk to it like a person. It asks for the order ID and the problem, flags it, and opens a support ticket with all the details. The team can start work right away, and the caller does not wait in a queue.
- Weekend and after-hours calls
- Calls when the team is busy
- Order problems, turned into support tickets
- Stock and delivery questions
“What actually convinced us was how customers reacted to it. Qualiflow is different; customers actually engage with it like they're speaking to a real person.”
Results
200+
support tickets opened
Order problems reach the team with every detail, ready to solve.
200+
enquiries captured in the pilot
Callers who would have hung up are now leads.
25%
of calls at weekends or after hours
Now answered by AI instead of a paid call centre.
7
more phone numbers added
The pilot went so well that the group rolled it out.
- Over 200 support tickets opened automatically in the pilot
- Over 200 enquiries captured for the team
- Weekend and after-hours calls answered without a paid call centre, saving a few hundred pounds a month
- The pilot expanded to 7 more phone numbers across the group
