Lincoln Davies Building Supply: Reducing Support Costs and Boosting Sales with AI Chatbot

Lincoln Davies Building Supply is a family-owned business that has been in operation for over 145 years. It is a general store, hardware store, and lumber yard that has evolved into one of the finest building supply companies in Central New York. The company sells a large selection of interior and exterior construction and building supplies. They were looking for a solution to make their website more efficient in helping customers find products faster, support sales goals, and reduce the time spent on answering frequently asked questions.

Lincoln Davies Building Supply, a family-owned business for over 145 years, was facing the challenge of offloading customer support for their small brick-and-mortar business. The company, which has evolved into one of the finest building supply companies in Central New York, was looking for ways to incentivize customer loyalty. They wanted to make their website work harder for the business by helping customers and potential customers find the products they need faster and support sales goals. The company was also looking for a solution to reduce the time spent on answering frequently asked questions.

To address these challenges, Lincoln Davies Building Supply collaborated with digital marketing agency C & D Advertising to design a Customers.ai chatbot. This chatbot was embedded on the company’s website to greet customers with a mobile-friendly product catalog and a $100 savings offer. The chatbot was programmed to answer the many common questions that the staff frequently answers, thereby reducing the burden on the customer support team. Every person who messaged the website chatbot was sent the sale promotion and was able to easily browse products by category. Additionally, Lincoln Davies saved every conversation in its customer database, providing valuable insights for future customer interactions and sales strategies.

• The implementation of the AI chatbot on Lincoln Davies Building Supply's website resulted in significant operational improvements. The company saw a boom in its ability to grow its loyal customer list, an initiative the small business had not engaged in before. The chatbot also helped in reducing the time spent on answering frequently asked questions by 25% or more. This not only improved the efficiency of the customer support team but also allowed them to focus on more complex customer queries. The chatbot also played a crucial role in promoting sales by greeting customers with a $100 savings offer, thereby incentivizing customer loyalty.

• 25% decrease in online support costs

• 111% increase in customer list