The problem: 40 emails a day with the same questions
Sarah has been running her online artisan products store for 8 years. She has a team of 3 people and, until a few months ago, they spent between 2 and 3 hours daily answering customer emails.
The problem wasn't the volume of emails itself. The problem was that 80% of those emails contained exactly the same questions:
- •How long does shipping take?
- •Do you ship to [specific region]?
- •Can I return a product if I don't like it?
- •Do you have size XL in model X?
- •What are your customer service hours?
The solution: a chatbot with all the business information
After researching several options, Sarah decided to implement MySwissBot. The process was simpler than she expected:
Step 1: Gather business information
The MySwissBot team asked Sarah to prepare:
- •A list of the 20 most frequently asked questions with their answers
- •The shipping and returns policy
- •The product catalog with available sizes
- •Customer service hours
Step 2: Chatbot configuration
The MySwissBot team configured:
- •FAQs with automatic responses
- •Quick replies for the most common questions
- •Detailed articles on shipping and returns
- •Two-way chat for cases requiring human attention
Step 3: Website integration
A simple code snippet in the website footer. No server changes, no complicated plugins.
Integration time: 15 minutes.
Results after 3 months
The numbers speak for themselves:
| Metric | Before | After | Change |
| Daily emails | 40 | 12 | -70% |
| Hours/week on support | 15h | 4.5h | -70% |
| Monthly support cost | €1,000 | €300 | -70% |
| Response time | 4-8h | Instant | -100% |
| Customer satisfaction | 3.8/5 | 4.7/5 | +24% |
What surprised Sarah most
"What surprised me most was that customers didn't notice they were talking to a bot. The answers were so accurate and natural that many thought it was a team member responding in real time."
But what really changed the business was the two-way chat. When a customer had a complex query the chatbot couldn't resolve, the system automatically connected with Sarah or someone from her team. The customer didn't notice the switch, and the team could step in from their phone at any time.
How much does it cost vs. how much does it save?
With MySwissBot's MSB Setup plan:
- •Setup fee: €499 (one-time)
- •Monthly maintenance: €149/mo
Return on investment: she recovered the initial investment in the first month.
Conclusion: email is no longer the primary support channel
If your small business receives more than 10 daily emails with repetitive questions, you're losing money and time you could be spending growing your business.
A well-configured chatbot isn't a luxury. It's an investment that pays for itself in the first month.
Want to see how it would work for your business? Request a free demo and we'll show you exactly which questions your chatbot could answer automatically.