How HKWS Transformed Customer Service with iSlash AI [2025 Updates]
Hong Kong Water Solution Limited
HKWS Ltd is a member of LBS Group since 2018, one of the largest aquatic products and water quality management service companies in Hong Kong.
"We provide retail and wholesales on aquatic products, serving as the exclusive selling agent of the Korean water dispenser brand NEX. Additionally, we provide professional plumbing services, including water pipe cleaning, to residential, commercial, and government clients across Hong Kong."
But as customer habits shifted toward digital, HKWS faced a growing challenge: their products require consultative selling. Customers often have specific needs and questions—about sizes, fittings, or installation—which meant one-size-fits-all answers didn’t cut it. And their existing channels weren’t fast or fluid enough to keep customers engaged.
Email responses were delayed. Phone queues were long. And even when customers were ready to buy, they still had to jump through hoops just to complete payment.
Our Challenge: Slow Channels, Lost Sales
Customers browsing the HKWS website frequently dropped off after hitting a wall of friction—either waiting for answers or juggling multiple platforms to finish an order. This lag chipped away at conversion rates and customer retention.
HKWS needed a better system: one that could offer fast, interactive support and handle high-touch conversations at scale.
Our Solution: iSlash's All In One Solution for Retail
To solve the gap between customer intent and action, HKWS turned to iSlash, a platform to supercharge our customer engagement, improving conversions from leads to paying customers, and from paying customers to loyal customers.
HKWS didn’t just adopt it—they integrated it across their entire customer journey.
🔹Web Plugin Chat with Multi-Channel Support
We added iSlash AI’s Web Plugin Chat to our website—a smart, automated chat tool that connects with WhatsApp, Facebook Messenger, and Instagram Direct. So now, our website visitors can choose their preferred platform to start the conversation and get an instant reply.
This setup helps us capture more leads, reduce drop-offs, and keep customers engaged the moment they reach out—whether they’re chatting on-site or through social media.
🔹 24/7 Support with No-Code Chatbot
We built smart, always-on chat flows using iSlash’s drag-and-drop widgets. This powerful no-code chatbot helps customers understand our products, schedule installations, and get answers right away.
🔹 Department Routing with the 'Roster' Function
Thanks to iSlash’s Roster component, incoming queries are automatically directed to the right team—whether it’s product questions, service appointments, or outlet-specific requests. It’s efficient, accurate, and seamless.
🔹 Team Message Inbox
All of our outlet managers, IT staff, and even colleagues from our service team, are now connected on iSlash. This makes internal coordination smooth and fast.
With iSlash's role-based access control, we’ve grouped users by department and assigned specific permissions based on their roles. That means outlet staff can manage customer chats and bookings, while the IT team handles backend automation—without stepping on each other’s tasks. Management, on the other hand, has full visibility into all interactions and performance metrics.
🔹 Personal Touch, Professional Oversight
Every reply from our team includes their display name, so customers always know who they’re speaking with. For management, this also gives us full visibility into every interaction—who said what, and how well they handled it.
🔹 Faster Payments
We now send product details and payment links directly in WhatsApp. No more switching platforms. Customers can complete their purchases without ever leaving the chat. Chat, Order, Purchase, —— all by iSlash.
“HKWS has greatly benefited from iSlash AI. Their platform provides quick, relevant responses, improving customer engagement and satisfaction. The seamless integration and ease of use make iSlash AI an invaluable platform for our business. We’re thrilled with the results.”
— HKWS Management Team
“Sales, Customer Service, Marketing, and Payment — All in One Platform.
Catalyse Productivity Across Teams.”
— Martin, Director of HKWS
Our Outcome: Faster Service, Higher Conversions, Stronger Retention
With iSlash AI, HKWS dramatically improved its customer experience. The chatbot handles common queries while routing more complex ones to the right team. Customers now get immediate, personalized responses—and stay engaged all the way through to checkout.
Meanwhile, employees save time, managers gain transparency, and the entire operation runs more smoothly.
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