IHK reports: How Westfalen AG is digitizing customer service with chatbots from LoyJoy

Digitalization is changing the way companies communicate with their customers. Westfalen AG has actively embraced this change and relies on chatbots implemented with the LoyJoy platform. The IHK Nord Westfalen reports in the current IHK magazine on how the innovative use of chatbots is transforming the company’s customer service and digital sales. A look behind the scenes shows the advantages of this solution and why it can serve as a model for other companies.

A chatbot for customized solutions

Westfalen AG’s chatbot for liquid gas does much more than answer simple questions. It guides potential customers through an interactive consultation, asks specific questions and collects the information needed to create customized offers. Whether it’s about installing a liquid gas tank or calculating the ideal heating surface - the chatbot makes the initial contact more efficient and precise.

A charging assistance chatbot is also in use, to which a QR code at the charging stations for electric cars refers. It offers users round-the-clock support for all questions relating to the charging process, payment or other charging stations in the Westfalen Group’s network.

Efficiency and lead generation

Westfalen AG has not only increased customer satisfaction with this digital tool, but also improved the efficiency of its internal processes. The chatbot takes over routine tasks, giving employees more capacity to deal with complex issues. Customers can ask questions and receive support around the clock without having to rely on office hours. This reduces waiting times and significantly improves the customer experience. The chatbot also helps to generate qualified leads, as it collects targeted information that flows directly into the sales process.

IHK praises innovative implementation

In its article, the IHK Nord Westfalen emphasizes how successfully Westfalen AG uses the possibilities of digitalization. The chatbot is a prime example of how companies can strengthen their market position by using modern technologies. The simple integration into existing systems and the high level of acceptance among customers make the project a complete success.

A look into the future

The chatbot is more than just a short-term project - it is a strategic element in the digital transformation of Westfalen AG. The data collected and the optimized customer communication provide a basis for continuous improvements and new approaches in customer communication. Further digital assistants for Westfalen AG are already in the pipeline.

The success story of Westfalen AG shows how LoyJoy’s no-code platform can quickly and sustainably change the way companies interact with their customers. With LoyJoy as a technology partner, it has succeeded in developing an innovative and efficient solution that offers significant benefits to both customers and the company itself. The IHK report underlines the importance of such projects and makes it clear that the future of customer service is digital.

• by [Laura Knittel]