The AI chat was a disappointment: “Lead quality wasn’t even a quarter of Weply’s”

What do you see as the biggest advantages of using Weply?

It’s fantastic that customers get an immediate response when they reach out to us on our website. They feel welcomed and acknowledged when they have a need. Of course, the chat can’t answer everything, but customers feel taken seriously.

At the same time, we’ve found Weply very responsive to our input. If we need to update the FAQ responses – for instance, questions about leasing types or selling cars with full registration tax – it gets handled immediately. That gives us a sense that both we and our customers are taken seriously.

A couple of months ago, you tested an AI chat solution as an alternative to us. What prompted that decision?

We were curious about what AI could do – both in general and within our specific setup. It wasn’t because we were unhappy with Weply. It was more about exploring whether AI could offer broader availability and maybe supplement what we already had.

What were your expectations of the AI solution – and were they met?

We expected that customers would feel taken seriously, and that the AI would forward inquiries to us when it couldn’t assist. Unfortunately, the AI was very insistent. One example: if a customer only provided an email address and asked to be contacted that way, the AI kept insisting on a phone number. That’s a problem – because we lose leads that way.

I also expected at the very least to receive an email when a customer left the chat midway – but that never happened. Weply, on the other hand, does that: you send an email notifying us that there might be a lead worth following up on. We're not charged for that, but it ensures that the customer feels seen. The AI solution didn’t have that functionality, and the provider wasn’t able to deliver it during the test period.

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