Situation
Black Mountain Honey sells premium honey and queen bees to hobbyist and commercial beekeepers. The shop gets about 1 000 visits a day and the brand has 220 000 followers across Facebook, YouTube, Instagram and TikTok.
Questions about honey varieties, queen availability, shipping dates and order tracking used to take up most of a small team's day, and nobody answered them overnight.
Implementation
When Laurence Edwards asked whether ChatLab could connect to Wix, there was no ready-made plugin, so ChatLab built one. Over two weeks the agent was wired to:
- shipping information and tracking IDs, because queen bees are a living product that has to arrive in perfect condition,
- product SKUs and stock levels,
- the shop's existing blog and FAQ content, so answers sound like the shop.
During fine-tuning on real conversations it turned out that Wix does not expose queen availability dates. Rather than risk a stale answer, the agent now sends customers to the live product page for availability. Reading availability straight from SKU metadata is the next step.
Result
Over 80% of questions are handled immediately, routine e-mail volume is down by more than 70% and the overnight ticket backlog has almost disappeared. The team now spends its time on complex orders, custom requests and hands-on beekeeping advice.
Because the agent learns from the blog, the product data and the order system, many customers think they are chatting with Laurence himself. Sessions on the site got longer since Buzz arrived.
