Customer Stories – HannaNorden AB
From Skeptic to Advocate: “Weply Gives Us Thousands of Percent ROI”
108
VISITORS CHATTED WITH US
54
CHATS BECAME
HOT LEADS
50%
CONVERSION RATE
Periode: Q3 2024
Interview with Emil Persson National Sales Manager
Customer Stories – HannaNorden AB
From Skeptic to Advocate: “Weply Gives Us Thousands of Percent ROI”
108
VISITORS CHATTED
WITH US
54
CHATS BECAME
HOT LEADS
50%
CONVERSION RATE
Periode: Q3 2024
Interview with Emil Persson National Sales Manager
Emil Persson - National Sales Manager
What initially drew your interest in Weply?
It was mainly that someone always responds quickly. That really resonated with me. Honestly, you exceeded my expectations - how fast and well you respond is truly impressive.
Glad to hear it! It seems you might have been a bit skeptical at first, is that right?
Yes, I initially thought, “How can you respond to customers’ questions when you’re not in my industry?” But you’ve managed this excellently. You make my customers feel heard and assists them right away, then you transfer the conversation to me, so I can follow up easily without you coming across as uninformed in the chat. I find that very impressive.
Did everything work smoothly from the start, or was there a lot of trial and error?
There was a minor challenge with the PrestaShop integration initially, but we have an older version, so I understand. After a second call, everything worked perfectly. There are so many webshop systems out there that I completely get it’s not easy to master them all right away.
Emil Persson - National Sales Manager
What initially drew your interest in Weply?
It was mainly that someone always responds quickly. That really resonated with me. Honestly, you exceeded my expectations - how fast and well you respond is truly impressive.
Glad to hear it! It seems you might have been a bit skeptical at first, is that right?
Yes, I initially thought, “How can you respond to customers’ questions when you’re not in my industry?” But you’ve managed this excellently. You make my customers feel heard and assists them right away, then you transfer the conversation to me, so I can follow up easily without you coming across as uninformed in the chat. I find that very impressive.
Did everything work smoothly from the start, or was there a lot of trial and error?
There was a minor challenge with the PrestaShop integration initially, but we have an older version, so I understand. After a second call, everything worked perfectly. There are so many webshop systems out there that I completely get it’s not easy to master them all right away.
HannaNorden AB, part of Hanna Instruments, offers a broad range of analytical instruments and testing tools to measure chemical and physical parameters in various environments. Their products serve applications in agriculture, laboratories, food industries, water treatment, aquariums, and pools. The company’s lineup includes meters for pH, conductivity, temperature, and other specific parameters like chlorine, phosphorus, and oxygen levels.
HannaNorden AB, part of Hanna Instruments, offers a broad range of analytical instruments and testing tools to measure chemical and physical parameters in various environments. Their products serve applications in agriculture, laboratories, food industries, water treatment, aquariums, and pools. The company’s lineup includes meters for pH, conductivity, temperature, and other specific parameters like chlorine, phosphorus, and oxygen levels.
How easy was it to get started?
Very easy, surprisingly so. It was simply a matter of having the kick-off meeting, giving you access, and then the leads started rolling in.
How has it performed compared to your overall expectations?
Far beyond expectations, actually. Especially since I was a bit concerned you wouldn’t understand my product. But that turned out to be a non-issue.
That’s great to hear. That’s one of the most common concerns we encounter with new customers.
Yes, I thought, “I see it works for other customers, but for my industry – they probably won’t be able to manage it.” But that’s actually what you excel at. You keep it simple: “Of course, we can handle it,” you say, and then ask, “Who am I speaking with? May I have your name, number, and email?” Then you send it over to me. I can respond to the customer in five minutes, and they likely think it’s someone here answering. And matching the chat colors with our website - that’s masterful. It really looks like it’s us replying.
What do you value most about the partnership?
It’s the simplicity and that I receive the entire conversation directly. It’s also invaluable to see exactly what the customer wrote, making it easy to provide a good, relevant response. That’s the best part, I’d say.
How’s your Return on Investment?
It’s hard to give an exact number, but almost all leads we get through Weply turn into a sale. We have a fairly complex product, and it can be challenging for customers to know what they need. The chat makes it much easier for them to take that first step instead of needing to call us. Once I connect with the customer, it almost always results in a sale.
I’d estimate the ROI is in the thousands of percent, though I don’t have an exact figure – but definitely several thousand.
That’s fantastic! Many customers feel it works well but lack insight into their ROI.
For us, it’s fairly easy to measure. I mean… you probably have some tougher industries, like clothing – nobody’s going to pay a couple hundred SEK for a lead on a pair of pants. But more complex industries seem to be your niche.
For us, it often results in me selling a machine for at least 2,000 - 3,000 SEK, and that’s the minimum. Earlier today, a customer reached out via the chat who needed a solution costing 46,000 SEK. You can see for yourself, I have a high margin. Very few low-quality leads come through the chat; they’re usually genuinely interested but might not feel like calling or emailing manually. In those cases, the chat is perfect.
Have you noticed a difference in lead quality from the chat compared to other sources?
Yes, absolutely. We also have a regular contact form, which has historically brought in one to two leads a week. With the chat, we’re now getting around one to two leads per day, and they’re of the same or even higher quality.
It’s interesting that the difference is so significant.
Yes, it’s really great. Initially, I thought about implementing a manual chat myself, but I realized the cost I pay here is so low. Sure, everyone wants to cut costs, but considering the overall picture – what I pay and what I get – this is an incredibly good deal.
I’ve noticed that many of our customers are decision-makers like business owners, CEOs, or directors, and they often work in the evenings and weekends. Those opportunities would be lost with a manual chat.
You’re giving us gold here, Emil! Such positive feedback!
Well, I feel like I could almost sell your product myself – you’ve genuinely been this good for me. I’m just being honest.
Results
Finally, on a scale from 1 to 10, what rating would you give us if you were to recommend us?
11! No, but seriously – I’d genuinely recommend you, without exaggerating.
How easy was it to get started?
Very easy, surprisingly so. It was simply a matter of having the kick-off meeting, giving you access, and then the leads started rolling in.
How has it performed compared to your overall expectations?
Far beyond expectations, actually. Especially since I was a bit concerned you wouldn’t understand my product. But that turned out to be a non-issue.
That’s great to hear. That’s one of the most common concerns we encounter with new customers.
Yes, I thought, “I see it works for other customers, but for my industry – they probably won’t be able to manage it.” But that’s actually what you excel at. You keep it simple: “Of course, we can handle it,” you say, and then ask, “Who am I speaking with? May I have your name, number, and email?” Then you send it over to me. I can respond to the customer in five minutes, and they likely think it’s someone here answering. And matching the chat colors with our website - that’s masterful. It really looks like it’s us replying.
What do you value most about the partnership?
It’s the simplicity and that I receive the entire conversation directly. It’s also invaluable to see exactly what the customer wrote, making it easy to provide a good, relevant response. That’s the best part, I’d say.
How’s your Return on Investment?
It’s hard to give an exact number, but almost all leads we get through Weply turn into a sale. We have a fairly complex product, and it can be challenging for customers to know what they need. The chat makes it much easier for them to take that first step instead of needing to call us. Once I connect with the customer, it almost always results in a sale.
I’d estimate the ROI is in the thousands of percent, though I don’t have an exact figure – but definitely several thousand.
That’s fantastic! Many customers feel it works well but lack insight into their ROI.
For us, it’s fairly easy to measure. I mean… you probably have some tougher industries, like clothing – nobody’s going to pay a couple hundred SEK for a lead on a pair of pants. But more complex industries seem to be your niche.
For us, it often results in me selling a machine for at least 2,000 - 3,000 SEK, and that’s the minimum. Earlier today, a customer reached out via the chat who needed a solution costing 46,000 SEK. You can see for yourself, I have a high margin. Very few low-quality leads come through the chat; they’re usually genuinely interested but might not feel like calling or emailing manually. In those cases, the chat is perfect.
Have you noticed a difference in lead quality from the chat compared to other sources?
Yes, absolutely. We also have a regular contact form, which has historically brought in one to two leads a week. With the chat, we’re now getting around one to two leads per day, and they’re of the same or even higher quality.
It’s interesting that the difference is so significant.
Yes, it’s really great. Initially, I thought about implementing a manual chat myself, but I realized the cost I pay here is so low. Sure, everyone wants to cut costs, but considering the overall picture – what I pay and what I get – this is an incredibly good deal.
I’ve noticed that many of our customers are decision-makers like business owners, CEOs, or directors, and they often work in the evenings and weekends. Those opportunities would be lost with a manual chat.
You’re giving us gold here, Emil! Such positive feedback!
Well, I feel like I could almost sell your product myself – you’ve genuinely been this good for me. I’m just being honest.
Results
Finally, on a scale from 1 to 10, what rating would you give us if you were to recommend us?
11! No, but seriously – I’d genuinely recommend you, without exaggerating.
What Weply provided
Easy onboarding
Copy paste script on your website and get started within a few minutes.
Sales qualified leads
Optimize the sales process by receiving leads directly in your inbox.
External chat consultants
Get trained chat consultants to handle enquiries on your behalf.
Human interactions 24/7
There is a human being on the other end day and night 365 days a year.
Customer platform with all data
Get an easy overview of your development, chat dialogues, leads, invoices, etc.
Personal contact person
Your Customer Success Manager helps your business reach new heights.
What Weply provided
Easy onboarding
Copy paste script on your website and get started within a few minutes.
Sales qualified leads
Optimize the sales process by receiving leads directly in your inbox.
External chat consultants
Get trained chat consultants to handle enquiries on your behalf.
Human interactions 24/7
There is a human being on the other end day and night 365 days a year.
Customer platform with all data
Get an easy overview of your development, chat dialogues, leads, invoices, etc.
Personal contact person
Your Customer Success Manager helps your business reach new heights.
See more Weply customer stories
See more Weply customer stories
It's this easy to start generating more leads
1. Set up chat in just five minutes
You will receive a piece of code to be inserted on your website. If you need technical guidance, we’re here to help.
2. We take care of customer inquiries
We handle all inquiries in the chat 24/7 all days of the year, and help your customers find the information they need.
3. We will send hot leads to you
We collect information about the customer's needs and send ready-to-buy leads directly to your inbox and CRM system.
It's this easy to start generating more leads
1. Set up chat in just five minutes
You will receive a piece of code to be inserted on your website. If you need technical guidance, we’re here to help.
2. We take care of customer inquiries
We handle all inquiries in the chat 24/7 all days of the year, and help your customers find the information they need.
3. We will send hot leads to you
We collect information about the customer's needs and send ready-to-buy leads directly to your inbox and CRM system.