CUSTOMER STORYRETAIL · LIGHTING · ONLINE STORE & SHOWROOM
Every phone callcontinues on WhatsApp.
How a lighting store connected its phone system to WhatsApp: every caller gets a message right away, and an AI agent that knows the whole catalog answers in seconds, while the team closes the sale.
- 63%
- of new callers continue the conversation on WhatsApp
- 10 sec
- median time for the AI agent to answer them
- 11,536
- WhatsApp messages sent after calls in 2026
- ~890
- customers write in on WhatsApp every month
Measured on the store’s live AssistantLabs account, 1 Jan – 25 Sep 2026. Business name withheld.
THE STORY
The phone never stopped ringing.Now the conversation continues in writing.
The business
A lighting retailer with an online store and a showroom: ceiling lights, panels, profiles, outdoor fixtures and more, about 1,580 products in the catalog. Customers ask about specific models, sizes, wattage and light color, and many of them start with a phone call.
The challenge
On the phone you can answer one customer at a time. While the team talks to one caller, others wait, and a product question usually needs a link, a photo or a price you can’t see over the phone. When the call moves to WhatsApp, every caller gets an answer, and a conversation they can come back to.
What AssistantLabs connected
- The store’s phone system: when a customer calls, it notifies AssistantLabs, and a WhatsApp message goes out to them automatically.
- An AI agent that searches the entire product catalog, about 1,580 products, by SKU, size, wattage and light color, and answers with the price and the product page.
- The WhatsApp button on the website’s product pages: shoppers land in the same chat, with the product already written in the message.
- The team works in the same chats on orders, payment, pickup and delivery, and the conversation is already there.
- A customer callsthe store’s regular number
- WhatsApp picks it up“You’ve reached the store. How can I help?”
- The AI agent answersfrom the whole catalog: model, size, price, link
- The team closesorder, payment, pickup or a showroom visit
FROM PHONE TO CHAT
Two in three callerscontinue on WhatsApp.
Every new call to the store sends the caller a WhatsApp message. Most write back within minutes, usually with the exact question they called about.
What happens after a phone call, 2026
A new call is a call from someone who hadn’t called or written to the store in the previous 24 hours: 5,921 between 1 Jan and 25 Sep 2026. Repeat calls within 24 hours aren’t counted again.
FROM THE CONVERSATIONS
From a phone callto “I already bought from you.”
Two real customers who called the store, got the WhatsApp message and asked their question there. One was on his way to buy within minutes; the other had already bought by the next evening.
Tuesday · a customer calls the store
Sunday · after a phone call
Monday
Real conversations from the store’s account, translated from Hebrew and lightly edited. Store name, SKUs and customer details removed.
SPEED
“Are you a human?That was really fast!”
Tuesday · from a product page on the website
- 9 sec
- median time for the AI agent to answer44,154 customer messages in 2026
- 75%
- of after-hours messages answered first by the AI agentvs 39% during business hours, when the team is available
- 78%
- of after-hours messages answered within 5 minutesevenings, nights and Shabbat
- 1,618
- conversations that started from a product pagethe WhatsApp button on the website, with the product name already in the message
- 578
- conversations that came from a Google Ads clickand at least 203 more from a Meta ad click
Real conversation, translated from Hebrew and lightly edited. Figures: 1 Jan – 25 Sep 2026. Ad clicks are counted by the tracking tags in the link the customer sent, so the number is a floor.
THE BOTTOM LINE
A busy phone linethat doesn’t lose the customer.
New callers who wrote back within 24 hours, by month
From February, the rate stayed between 62% and 70% every month. *September: 1–25 Sep.
- 6,416
- customers wrote to the store on WhatsApp in 2026
- 3,703
- callers wrote back after the automatic WhatsApp message
- ~1,580
- products the agent can search by SKU, size, wattage and light color
Want this for your business?
In a free integration meeting we sit down with you on your business and decide what no longer has to go through you. For example:
- Every phone call continues with a WhatsApp message, automatically
- Every product question answered in seconds, from your catalog
- Every enquiry gets an answer, even at 11pm
- All conversations in one place, for the whole team
About the data
Measured on the store’s live AssistantLabs account, 1 Jan – 25 Sep 2026. A new call is a WhatsApp message sent after a call to someone who hadn’t called or written in the previous 24 hours. “Wrote back” means the customer sent a WhatsApp message within 24 hours. 3,703 is the number of customers who replied after at least one call message. A customer message is one or more lines sent together. Reply time runs from the message to the first reply. Business hours: Sun–Thu 9am–6pm, Fri 9am–1pm, Israel time. A product link means the agent sent a link, not that a purchase was made.
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