About Wandelsok
Wandelsok is an e-commerce company specializing in the sale of socks to both consumers and business customers. Through multiple proprietary webshops – wandelsok.nl, sportsok.nl, and teensok.nl – as well as marketplaces such as Bol.com, ANWB, and Decathlon, Wandelsok serves a large daily flow of customers.
With a lean team of just two employees and thousands of monthly orders, handling customer inquiries efficiently is essential to continued growth and high customer satisfaction.
Challenge
Many repetitive questions, limited capacity
Before implementing NexReply, Wandelsok faced a familiar challenge: answering the same customer questions every day with a small team.
Common questions included:
- Order shipping status
- Incomplete or incorrect address details
- Requests for invoices
- Order changes after purchase
Each repetitive question cost us an average of 5 minutes of manual work. This increased pressure on the team and made it difficult to always respond quickly.
Impact on customer experience
Because some questions were only addressed later, situations arose where orders had already been shipped before a requested change was processed.
This occasionally led to customer frustration, even though customers had contacted us in time.
For Wandelsok, it became clear: to maintain high customer satisfaction and enable further growth, customer service needed to become smarter and faster.
Solution
NexReply: smart automation without a chatbot
Wandelsok chose NexReply as a smart first layer in its customer service. Not a standard AI chatbot, but a practical combination of predefined responses, AI-powered context, and direct system integrations.
NexReply was deployed through:
- API integrations with marketplaces such as Bol.com, ANWB, and Decathlon
- Real-time order and shipping data from PrestaShop
- Integrations with DHL, PostNL, and email
- Loading and structuring standard response templates, linked to specific customer inquiry categories
NexReply automatically recognizes recurring customer questions, enriches them with real-time order and shipping data, and sends an accurate response within minutes, without any human intervention.
Fast implementation
The implementation of NexReply was smooth and efficient. Within one week, the system was fully operational.
Especially NexReply’s support during the implementation of the responses meant we were able to achieve results very quickly.
Where other solutions are often complex or time-consuming to set up, NexReply stood out due to its personal guidance and pragmatic approach.
Results
Measurable impact
Since implementing NexReply, Wandelsok has seen clear improvements in speed, efficiency, and customer satisfaction.
| KPI | Before NexReply | With NexReply |
|---|---|---|
| Automated customer inquiries | 0% | 60% |
| Average response time | 1–24 hours | 1–5 minutes |
| Support time per month | 15 hours | 3 hours |
| Customer satisfaction | - | Very good |
Faster responses = happier customers
Customers now receive answers within minutes to questions that have been asked many times before.
This brings peace of mind to the team and creates a better customer experience.
Customer satisfaction increases significantly, because customers feel they are being helped immediately.
The biggest benefit for Wandelsok? Speed and customer satisfaction, without additional staff or complex processes.
Final thoughts
Highly recommended for other webshops
Wandelsok would undoubtedly recommend NexReply to other e-commerce businesses with many recurring customer questions.
If you receive many customer inquiries, I would definitely use NexReply. It saves time and increases customer satisfaction.
What surprised Wandelsok most was the ability to retrieve real-time information from other platforms, allowing customers to be informed faster and more accurately.
With NexReply, Wandelsok has future-proofed its customer service: scalable, efficient, and fully aligned with the expectations of the modern online customer.