Black Mountain Honey taps ChatLab to slash routine inquiries by 80%
After integrating ChatLab’s Buzz on its Wix store, Black Mountain Honey now provides shipping information and tracking IDs for queen bee orders, handles 80% of FAQs instantly, and frees up the support team to focus on complex requests—all while offering customers 24/7 friendly assistance.
FAQs answered instantly
fewer routine inquiries
immediate responses 24/7
Company:
Black Mountain Honey is a high-traffic UK ecommerce site - welcoming over 30 000 customer visits each month—and specializes in premium honey and queen bee sales. It also engages a community of more than 220 000 fans across Facebook, YouTube, Instagram, TikTok, and Twitter.
Branch:
United Kingdom
Industry:
Beekeeping & Ecommerce
Use case:
Customer service automation & sales engagement
Implementing ChatLab at Black Mountain Honey
Below is a deep dive into how ChatLab’s chatbot—nicknamed “Buzz” by Black Mountain Honey— was integrated, how it operates today, the benefits it delivers, and its impact on customer support and sales.
Where Buzz is used and our main goal
Buzz lives on blackmountainhoney.co.uk stepping in whenever someone asks about honey varieties, queen availability, or order status. Black Mountain Honey averages about 1,000 visits a day (30K a month) and has 220K social followers—so automating shipping info and stock availability was crucial to keep both hobbyist and commercial beekeepers in the loop."
Tangible benefits from using Buzz
Impact on customer service quality
The chatbot delivers instant, consistent answers 24/7. No more ‘we’re closed until morning’—visitors get the details they need on bee stock, delivery options, and beekeeping tips, day or night.
Response speed
Over 80% of questions are handled immediately by Buzz, driving routine email volume down by more than 70% and almost eliminating overnight ticket backlogs.
Relieving the support team
Routine queries about shipping dates, order tracking, and queen availability used to occupy most of Black Mountain Honey’s small team. With the chatbot in place, the team now focuses on complex orders, custom requests, and hands-on beekeeping advice.
Impact on sales & engagement
Since introducing the chatbot, average session length on Black Mountain Honey’s site has increased, and customers guided through the buying journey by Buzz convert at a noticeably higher rate.
Chatbot response quality
Because the chatbot learns continuously from Black Mountain Honey’s blog, product data, and order system, its tone feels natural—many users comment they think they’re chatting with Laurence himself. Accuracy and brand voice consistency have been big wins in user satisfaction.
Implementation & evolution of the solution
When Laurence Edwards (Owner & Head of Sales & Marketing at Black Mountain Honey) asked if ChatLab could hook into Wix, ChatLab didn’t have an off-the-shelf plugin—but ChatLab built it. Over two weeks, ChatLab partnered directly with Wix engineers to:
- Integrate shipping info and tracking ID capabilities, so Buzz could report shipping status for queen bees (a living product that must arrive in pristine condition).
- Sync product SKUs and stock info.
- Pull in Black Mountain Honey’s existing blog and FAQ content for richer answers.
During the finetuning phase—a crucial post-deployment step driven by real client interactions—ChatLab discovered that Wix doesn’t expose queen-availability dates. Rather than risk serving outdated information, ChatLab taught the chatbot to direct customers to the live product page for availability checks. Today, ChatLab is enhancing that further by deriving availability straight from SKU metadata for fully automated, up-to-the-minute updates.
What’s next on the roadmap
- YouTube integration: Train Buzz on video transcripts for deeper beekeeping insights.
- Email assistant: Let the chatbot scan incoming support emails and draft suggested replies.
- SKU-driven availability: Automate date extraction so Buzz can say “Our next queen batch ships on June 20, 2025.”
“Integrating Buzz into our Wix store was remarkably smooth, and almost overnight it began handling 80% of our routine inquiries—cutting email volume by 70% and freeing our small team to tackle the complex, high-value requests. The post-launch finetuning phase was essential: ChatLab worked hand-in-hand with us to ensure Buzz always points customers to up-to-date availability details rather than outdated info. Being able to co-author the roadmap—whether it’s adding YouTube transcript training or automated email drafting—has turned ChatLab from a vendor into a true strategic partner.”
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