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Customer caseSolyx Energy · Energy technology
From two days to a few hours: how Solyx Energy answers customer questions with NexReply
Solyx Energy reduced its average response time from around two days to a few hours. NexReply supports product questions, WooCommerce order information and PostNL shipping labels.
Wow, this works so much better and faster than Outlook!
Ruben BoasSolyx Energy
2 days → a few hours
Response time
Average response time before and after NexReply, according to Solyx Energy
26%
Customer questions automated
Share of all customer questions reported as automated by Solyx Energy
Several hours
Saved per week
Estimated weekly time saved by the team
About the customer
About Solyx Energy
Based in Nijkerk, Solyx Energy develops the Nymo, a system that turns surplus solar energy into hot water. Its seven-person team handles around 300 orders a month. The same compact team manages customer questions alongside sales, product development and shipping.
The challenge
Repeated product questions left little time for other work
Customers regularly asked how the Nymo worked and whether it suited their situation. Previously, a team member looked up the information and wrote each reply manually. Many questions took five to ten minutes. According to Solyx, the average response time reached around two days, while the team also had to handle sales and other work.
Common customer questions
How does the Nymo work?
Can I use the Nymo in my situation?
What should I do about a recurring product issue?
Pressure on a small team
Repeated product questions meant looking up information and writing similar replies over and over, leaving less time for sales and other tasks.
✓Five to ten minutes of manual work per question
✓An average wait of around two days for a reply
5–10 minManual work per question before NexReply
The decision
Their own product knowledge, with human oversight
Solyx wanted answers grounded in its own knowledge base and previously approved replies. The team needed to review drafts before sending them. Only suitable standard questions should be answered automatically. This keeps the content under control without starting each reply from scratch.
⚠Before
×Looking up product details manually every time
×Writing each email response again
×Long waits for answers to repeated questions
✓With NexReply
✓Drafts based on the company's knowledge and earlier replies
✓Team review when needed
✓Automatic handling of suitable standard questions
What mattered to Solyx
✓Answers based on its own product knowledge
✓Human oversight where needed
✓The ability to improve answers quickly
The approach
From knowledge base to shipping label in one workflow
NexReply uses the configured product knowledge, previous answers and standard procedures to prepare appropriate reply drafts. The AI draft button also helps the team respond faster to unusual questions. The WooCommerce connection provides order context. As an additional feature, Solyx can create shipping labels from incoming order emails in the connected inbox using its own PostNL contract. Labels are not created automatically for every order.
Configured support
Product questions
Draft replies based on recorded knowledge about the Nymo.
Review mode
A team member checks answers when a question calls for it.
Standard questions
Suitable recurring questions can be answered automatically.
PostNL shipping labels
The team can generate a label from an order email through its own PostNL contract.
What the answers are based on
Own knowledge base
Product information and standard instructions from Solyx.
Previous replies
Existing customer communications provide useful context.
Order context
Relevant order information from WooCommerce.
Operational workflow
Five steps from question to answer
A team member remains involved when a question is not suitable for automatic handling.
1Question received
A customer emails about a product or order.
2Draft prepared
NexReply uses the configured knowledge and previous replies.
3Procedure applied
A known product issue follows the recorded instructions.
4Review
A team member checks the draft, or a suitable standard question is handled automatically.
Review or automatic
5Answer sent
The answer goes to the customer after review or under the configured rules.
Technology
WooCommerce, NexReply and PostNL
WooCommerce provides relevant order context for customer questions. NexReply combines this with Solyx's knowledge and procedures. From incoming order emails in the connected inbox, the team can generate PostNL shipping labels through a separate add-on using its own contract.
🛒
WooCommerce
Order context
⚡
NexReply
Knowledge base
Reply drafts
Review
📦
PostNL
Shipping label via its own contract
📬
Additional PostNL feature
A shipping label can be created from an order email. Labels are not generated automatically for every order.
WooCommerce
✓Relevant order details for customer questions
PostNL add-on
✓Incoming order email in the NexReply inbox
✓Generate a label through Solyx's own PostNL contract
✓Prepare the shipment
Implementation
Quick for the team to adopt
Solyx found NexReply straightforward to implement in a short time. The team could work with its own knowledge, review process and additional shipping feature within its existing workflow.
"
NexReply is a tool that is easy to implement in a short time and has helped us enormously. It takes customer service and order handling to a higher level.
Ruben BoasSolyx Energy
The results
Faster replies and more time for the team
Solyx reports an average response time of around two days before NexReply and a few hours afterward. The team estimates that it saves several hours a week. It automates 26% of all customer questions; around 40% of repeated questions are answered automatically. These percentages use different denominators.
Results reported by Solyx Energy
Of all customer questions automated
26%
Of repeated questions answered automatically
Around 40%
Response time before and after NexReply
Solyx compares the average time until a reply.
Before
Average response time
Around 2 days
Process
Find and write each answer manually
With NexReply
Average response time
A few hours
Process
A draft, or an automatic answer for suitable questions
Less repetitive work
Recurring questions need fewer fully manual responses.
More time for other work
Solyx estimates that the team saves several hours each week.
Product knowledge remains central
Answers draw on the configured knowledge base and procedures.
Oversight where needed
Team members review questions that are not handled automatically.
Solyx's experience
More time for other work
The team responds faster and has more time for other tasks.
✓Faster replies to product and order questions
✓A knowledge base that the team can keep improving
✓Shipping labels created from relevant order emails
What the team notices most
Solyx says its growing knowledge base, combined with AI support, takes pressure off customer service.
"
Building up the knowledge base, together with smart use of AI, relieves our customer service team to such an extent that more time is left for other things.
Ruben BoasSolyx Energy
Want to answer customer questions faster too?
See how NexReply can use your own knowledge and order information, with human oversight where needed.
Dutch platform
2 days → a few hours
26%
Several hours
Product questions
Review mode
Standard questions
PostNL shipping labels
Own knowledge base
Previous replies
Order context
Results reported by Solyx Energy
Less repetitive work
More time for other work
Product knowledge remains central
Oversight where needed
