From question to product in one click: how AI accelerates the customer journey at Horecasupply
Horecasupply, For over 15 years, Horecasupply has been the online non-food partner for the hospitality industry. From locations in the Netherlands and Belgium, they deliver more than 35,000 products — from tableware, glassware and cutlery to professional kitchen equipment and furniture. With a strong focus on quality, customer-centricity and fast delivery, Horecasupply helps hospitality businesses give their guests the best possible experience.
From the very beginning, the collaboration between Horecasupply and Chatwize was built on depth and customisation. The chatbot was carefully filled with product and service information and enhanced with intelligent features specifically tailored to the needs of the webshop.
“The integration of the chatbot on our website went smoothly, and the Chatwize team is always ready to support us. We can continuously optimise the chatbot's responses ourselves, allowing us to keep improving our customer service.”
The impact, in numbers
- 38%
Interactions outside office hours
- 251+
Questions automatically answered in the first weeks
Custom solutions that go beyond standard AI
The collaboration between Horecasupply and Chatwize focused on a single goal: a chatbot that adds value to the customer experience from day one. The digital assistant pairs deep product knowledge with smart features designed around the needs of the webshop.
Thanks to a custom article-number API, customers can enter a product code directly in the chat and instantly receive a link to the corresponding product page. The solution runs on a dedicated, secure server environment for maximum speed, stability and data security.
A digital assistant that talks, thinks and helps like Horecasupply
Horecasupply's chatbot is designed to reflect the company's identity and customer approach. During the implementation phase, careful attention was paid to tone of voice, product knowledge and contextual understanding so the chatbot responds the way a Horecasupply team member would.
The result is a digital assistant that communicates quickly, accurately and consistently, while keeping the personal, service-led style customers are used to. The brand experience stays fully intact in every digital interaction.
Optimisation as a continuous process
After go-live, the focus stayed on quality and improvement. Systematic analysis of conversation data surfaced trends and frequently asked questions. Those insights led to concrete optimisations — refining answers, adding contextual suggestions and improving the visibility of the chat function.
Thanks to this continuous development, the chatbot keeps closely matching the needs of customers and the team. The solution evolves with the organisation and structurally contributes to higher service quality and efficiency.
The next step: smarter, more personal, ready for the future
With a solid foundation in usage and performance, Horecasupply and Chatwize are looking ahead to deeper integration across the business. The next phase focuses on connections to inventory and CRM systems, so the chatbot can provide real-time information about product availability, order status and customer data.
These extensions reinforce the chatbot's role as a strategic part of the digital service offering. Horecasupply continues to lead the digital transformation of the hospitality sector and shows that technological innovation and personal service can go hand in hand.
Fully on-brand
The chatbot was visually tailored to the Horecasupply.nl brand and slots seamlessly into the website design.
Discover the impact yourself
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