Taking customer service to the next level

How can you face the challenges of efficiently managing customer interactions while freeing your team to focus on more complex, revenue-generating activities?

It’s 2025 and only relying on phone and email channels just doesn’t cut it anymore. That’s where Helpfruit came in and made a difference for Steel & Tube.

Steel & Tube has been a cornerstone of New Zealand's construction industry since 1953, covering everything from the floor beneath your feet to the roof over your head. With operations as agile as Steel & Tube’s, they need a solution that improves staff efficiency while effectively improving customer experience.

Stanley’s chat, where the solutions are at

Steel & Tube used to have conventional engagement methods like phone and email only. High enquiry volumes slowed response times, impacting customer satisfaction and operational efficiency. So with rising demands for customer service, there needed to be an efficient solution to help their customers.

Enter Stanley! Steel & Tube’s very own 24/7 customer self-service chatbot. Stanley bot gives customers time-saving self-service options and integrations such as checking test certificates for orders, order status overview, the ability to quickly and easily find product technical documents and more.

“Giving our customers self-service options to save them time is great because it has enabled our team to be able to focus on important potential revenue-generating conversations such as helping customers check out on our Webshop or providing quotes over Live Chat. We also love the fact that our chatbot can operate 24/7 for our customers.” Samuel Moreton, Steel & Tube Customer Service Consultant

Helpfruit is the helpful solution

From its features to styling and more, Helpfruit can cater to your specific requirements. Steel & Tube chose to customise Stanley bot to fit their customer service objectives to give their customers an effective and efficient avenue to reach them. For example, they have successfully implemented two integrations to their backend CRM and order management system which is used to look up order details and test certificates – making the agents' as well as the customers' lives easier in the process.

This self-service model empowers customers and builds trust while reducing the need for human intervention from Steel & Tube staff, enhancing service delivery. Additionally, through the use of Helpfruit’s GPT enhancements, Steel & Tube has effectively routed enquiries to ensure customers get the right response and solution to their queries. Because Helpfruit uses AI to understand questions instead of answer them, Stanley bot will only provide trusted, approved answers.

We, the Helpfruit bunch, are proud that Steel & Tube is satisfied with Stanley bot's performance. On top of that, Steel & Tube has used Helpfruit for over 5 years, which means we get the privilege to evolve, grow, and work together to provide excellent customer self-service every time.

“We love the customisation of Stanley and it has been great improving Stanley and finding out different ways we can efficiently help our customers. We are looking forward to what the future brings and continuously improving our customer journey. We appreciate all the support that Kate and the team at Helpfruit have provided us over the years.”

Best for customers, best for staff, best for business

The introduction of Helpfruit brought significant benefits to Steel & Tube. By enabling self-service, the customer service team could focus on complex enquiries, leading to faster resolutions and higher customer satisfaction.

Stanley's Stats (January 2024-January 2025)

"Having the ability to customise our Helpfruit Bot Stanley by accessing useful insights on how our customers engage with our bot has played a big role in helping make lives easier for our customers, which aligns with our company's purpose. We have enjoyed fine-tuning our bot and believe we are at a point where our customers have another reliable and trustworthy way to get in touch with us." Samuel Moreton, Customer Service Consultant, Steel &Tube Ltd.