Finnmark Sauna Saves Hundreds of Support Hours Using Zipchat AI to Manage Complex Technical Inquiries

Zipchat delivers over 1,300 accurate replies per month to manage complex sauna inquiries instantly

By automating the delivery of technical product specifications and installation advice, Finnmark Sauna provides immediate customer support that would otherwise take human agents significant time to research and relay.

Key results

• Managed 1,328 replies across 404 distinct customer chats in a single month
• Reduced response times from an estimated 10-20 minutes to just a few seconds per query
• Successfully automated the communication of dense technical manuals and product information
• Improved support accuracy through custom AI training and manual corrections
• Achieved a level of operational efficiency and time savings that traditional human staffing cannot match

Company overview

Finnmark Sauna stands as the United Kingdom’s leading specialist in authentic Finnish sauna experiences. The brand provides an end-to-end service for high-end wellness installations, ranging from bespoke indoor and outdoor sauna cabins to premium DIY components. Their catalog is extensive, featuring world-renowned Finnish brands such as Helo, Huum, Narvi, and IKI. Whether a customer is looking for a traditional wood-burning barrel sauna, a modern electric cabin, or specific accessories like volcanic stones and luxury scents, Finnmark Sauna serves as the definitive technical authority in the UK market.

Beyond retail, the company distinguishes itself through its deep expertise in sauna design and engineering. They manage complex projects that often include tailored installations, custom wood cladding, and compliance with rigorous building regulations. Because a sauna is a significant investment—with bespoke projects often starting at £35,000—the brand prioritizes education, ensuring every client understands the nuances of heater capacity, ventilation, and material durability.

Industry: Health & Wellness  
Headquarters: United Kingdom  
Website: View website

Why Finnmark Sauna chose Zipchat

The primary challenge facing Finnmark Sauna was the sheer density of technical information required to make a sale. Unlike standard e-commerce products, saunas involve complex variables: electrical requirements for heaters, wood types for cladding, dimensions for capacity, and specific maintenance protocols. The brand’s website is home to an intense amount of product information, technical manuals, and professional advice. Relaying this data to customers in a way that is both formal and easily understandable was becoming a bottleneck for the support team.

The team recognized that while the information existed on their store pages, customers often struggled to find specific details or preferred to ask a direct question rather than sifting through PDF manuals. Manually answering these highly specific, technical questions was time-consuming. A human agent would often need 10 to 20 minutes to locate the correct manual, find the specific data point, and report it back to the customer. Finnmark Sauna needed a solution that could digest their entire technical knowledge base and deliver those answers instantly.

Results in practice

Since implementing Zipchat, the impact on operational efficiency has been transformative. The AI now serves as a frontline technical expert that has scanned the entire website to internalize the brand's specifications. In a recent thirty-day period, Zipchat handled over 1,300 replies. This volume represents a massive saving in human labor; if each of those replies had taken a human agent 10 minutes to research, the brand would have spent hundreds of hours each month just on basic technical retrieval.

One of the most valuable aspects of the partnership is the ability to refine the AI's knowledge. When the team identifies a nuanced question that the AI didn't fully capture, they use the "corrections" feature to upload additional documentation or specific web pages. This continuous learning process ensures that the AI becomes more sophisticated over time, mimicking the expertise of a senior sauna consultant. This allows the human team to step away from repetitive data retrieval and focus on high-value activities like bespoke design consultations and project management.

"Zipchat scans our website and replies within seconds, which would take an average human 10-20 minutes to find and report back the same details. Currently for the last month, Zipchat has hit 1328 replies over 404 chats. This level of time saving and accuracy cannot be matched."

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Which specific challenges or problems did Zipchat help you solve?

We sell a wide range of technical products which require an intense amount of product information, manuals and advice on our store pages. This level of information needs to be relayed to customers in a formal, but understandable format.

How did Zipchat help you solve this challenges?

Zipchat scans our website and replies within seconds, which would take an average human 10-20 minutes to find and report back the same details.If Zipchat misses information, we can make 'corrections' or add additional documents/web pages for Zipchat to 'learn' how to advise future queries.

What kind of results did you achieve thanks to Zipchat (for example ROI, tickets managed per day, savings per month, etc)?

Currently for the last month, Zipchat has hit 1328 replies over 404 chats. This level of time saving and accuracy cannot be matched.

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