Nine in ten calls asked the same question
Glassware UK sells glassware, wine ware and homeware direct to homes and hospitality businesses across the UK. Order before 2pm and it goes out the same day for next-day delivery, whether that is six wine glasses for a dinner party or a set of tumblers for a restaurant’s busy weekend.
That speed brings phone calls. Around 9 in 10 were customers checking on a delivery or asking about a return, usually for information already on the website or in their tracking email. Calls run at 30 to 40 a week in steady months and double in Q4, when orders are for Christmas parties and events and every delivery is time critical. With only two people on the admin side, each call pulled someone away from the work that gets orders out of the door.
A one-week trial made the decision
The AI Receptionist came recommended by a family member who already used it for enquiries and bookings. The team tried it for a week, and when the trial ended and the phone started ringing again, the decision was easy. In e-commerce, a missed call is a customer who simply buys from the next site. With the AI Receptionist answering, every caller knows their details are taken and someone will come back to them.
Setup took half an hour at most, with no technical background needed. Cyberstaff read the Glassware UK website to preload its answers, and the preset questions covered the rest.
Every callback starts on the front foot
The AI Receptionist is now the first voice every caller hears. It gathers the details and sends the team a clear written summary, so nobody is caught off guard by a worried call about a late parcel for a party that evening.
Instead, the team checks the order, finds the fix and rings back with the answer already in hand. The stressful middle of the conversation disappears, and the customer gets a resolution rather than an apology. It copes with fast talkers and broad accents too. 95% of callers are happy to deal with the AI Receptionist, with 5% or fewer asking for a person straight away, and the business has had no negative feedback about it at all.
Turning big enquiries into big orders
Small orders go through the website in a couple of clicks. Wholesale is different. A hotel, restaurant or event buyer about to spend thousands with a brand they may not know wants to check there is a real business behind it. The AI Receptionist answers straight away with the facts that build trust, from customer reviews to the company’s carbon offsetting work, and takes the details for a personal follow-up.
Each wholesale enquiry arrives with the quantity, the deadline, what the customer is after and any product references, so a tailored quote goes out by email within the hour, without the back and forth. Pricing stays with the team, keeping a human touch on every big order. One call started a 1,000-piece order worth nearly £8,000, and Glassware UK estimates around £10,000 of orders in three months began with a call the AI Receptionist answered. Over the same period it has helped with around 100 orders and queries, and the personal service the business is known for has, if anything, improved.
Rated Excellent on Trustpilot