The right product for the project
“Which paint do I need for my exterior wooden window frames?”
YouShouldAsk helps visitors move from their project to an appropriate type of paint and relevant products.
Verfplaza
Online paint advice that understands every project.
The results
30% conversion.
Among YSA users.
Personal advice, right when visitors are making a choice.
- Conversion among visitors who actively chat with YouShouldAsk
- 30%
- Of webchat usage on product and colour detail pages
- 53%
- Of measured online shop revenue from the YSA segment
- ≈7%
- More chats after making the assistant more prominent
- +14.3%
Figures from the supplied customer case study. The source does not specify an exact measurement period or absolute visitor numbers. Revenue share is calculated by comparing visitors with and without YSA.
Visitors who use YSA are typically further along in their purchase journey and are likely to have stronger purchase intent already. The higher conversion rate therefore cannot be attributed entirely to YouShouldAsk.
The shop’s expertise.
Available online too.
Verfplaza is an online paint specialist for DIY customers and professionals, with shops in Breda and Roosendaal. Its range includes Sikkens, Sigma, Wijzonol and Flexa.
Choosing paint involves more than colour. The surface, preparation, quantity and application all influence which product fits. YouShouldAsk makes that personal advice directly available in the online shop, including evenings and weekends.
- Product advice based on the customer’s project
- Help with colours, preparation and application
- Direct answers to service questions
“YouShouldAsk.ai now handles a lot of questions. From product questions to complaints and delivery problems: everything is picked up and dealt with. The platform also gives us much more insight into what is going on.”
LucasCo-owner of Verfplaza · Translated from Dutch
The challenge
Resolve doubts.
Before the purchase.
In a physical paint shop, a specialist asks follow-up questions: what are you painting, what is on it now, is it indoors or outdoors, and what finish do you want?
Online, visitors largely make those choices on their own. The range is extensive, products look similar and the right choice depends on the project. Verfplaza wanted to make its in-store knowledge available online without needing a member of staff for every question.
The solution
A digital paint specialist.
Inside the online shop.
With YouShouldAsk, visitors get help with products, colours, applications and service while browsing and buying.
The assistant is available as soon as a question arises. Customers do not have to search across several pages or wait for customer service. Advice fits the moment when someone moves from exploring to choosing.
Four practical examples
From a question
to a suitable choice.
Technical paint advice
“Do I need to use a primer first?”
Questions about surfaces, preparation, drying time and application can be answered directly while shopping.
Help choosing colours and products
“Can I have this colour mixed into a different paint?”
Extra explanation supports visitors weighing up the many colours and mixing options on colour and product pages.
Direct answers to service questions
“When will my order be dispatched?”
Questions about ordering, delivery, collection and returns can also be handled through webchat.
The next step
More visibility.
More moments to advise.
The first months show where visitors seek advice: 53% of webchat usage takes place on product and colour detail pages. These are the places where an extra answer can help someone make a choice.
After Verfplaza made the assistant more prominent on product pages, the number of chats increased by 14.3%, while conversion among YSA users remained strong.
Only a small share of visitors currently uses the chat. Increasing its visibility and usage is therefore a next opportunity for improvement. Personal paint advice no longer has to stop when the physical shop closes.
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