Case Study: Denby Pottery boosts customer experience with Futr

Denby Pottery Improving customer experience with instant answers

Denby Pottery Co. Ltd., the UK stoneware brand, wanted a better way to handle routine customer questions and reduce pressure on its support team. After using live chat and email, Denby found that many customers were asking the same questions, queues were building at peak times, and responses to emails could take days, creating a risk of lost sales and drop-offs. Denby chose Futr’s automated answers and live chat solution to provide instant support and improve the customer journey.

Futr helped Denby launch a multilingual chatbot on its website that answered common questions immediately and directed customers to the right information, while freeing agents to focus on more complex issues. The results included a 45.7% average reduction in calls and a 23.2% average reduction in emails, plus 9,079 automated answers delivered with an average response time of 1.56 seconds. Futr also generated an estimated £52,931 in cost savings, and Denby plans to expand the solution to social channels and WhatsApp.

Denby Pottery Co. Ltd.

Gill Hinds

E-commerce and CRO Manager