How Text Helped Digital Lab Automate Customer Service for a Leading Ireland Importer

At Text, we work with growing businesses every day — and we see the same pattern over and over again. As demand increases, so does the volume of customer questions. Phone lines get busy, inboxes fill up, and support teams spend hours answering the same questions again and again.

That was exactly the situation Earthridge International found itself in.

With a broad product range and a steady flow of enquiries coming in from across Ireland, Earthridge needed a way to support customers instantly, without overwhelming their internal teams. What they didn’t need was “just another chatbot.” They needed connected conversations, smart automation, and real operational outcomes.

That’s where Text came in.

About Digital Lab

Digital Lab is a Dublin-based web design and digital marketing agency that specialises in creating performance-driven digital experiences for businesses across Ireland and beyond. 

They’re experts in custom WordPress development, UX/UI design, SEO, site speed optimisation, and digital strategy — all aimed at helping brands improve online visibility, attract the right audience, and convert more visitors into customers.

With a highly rated portfolio of modern, SEO-optimised websites and digital solutions, Digital Lab emphasizes user experience, technical excellence, and measurable outcomes for its clients. 

In the Earthridge International project, Digital Lab played a crucial role by redesigning and optimising the company’s website — laying the foundation for the ChatBot integration and automation workflows that they later implemented. 

Their work ensured that the site was ready for smarter engagement and conversion, which in turn helped maximise the impact of Text’s automation features. 

The challenge

Before working with Text, Earthridge relied heavily on traditional support channels — phone calls and emails. Every enquiry, whether it was a simple product question or a complex service request, required manual handling.

This created three major problems:

• Slow response times for customers who expected quick answers.
• High operational load on support staff answering repetitive questions.
• Disconnected systems, where customer conversations had to be manually translated into jobs and service tickets.

The goal was clear: Automate what can be automated, and make human support faster and more effective when it’s needed.

The solution

Using ChatBot, LiveChat, and Text’s automation layer, they designed a customer journey that starts with instant self-service and seamlessly transitions to human support when necessary.

Turning product knowledge into instant answers

The first step was building a deep, structured knowledge base covering hundreds of Earthridge products.

Instead of customers searching PDFs or waiting on hold, ChatBot now:

• Answers product-specific questions in real time
• Handles installation, specification, and troubleshooting queries
• Guides customers to the right information instantly, 24/7

This alone removed a huge volume of repetitive questions from the support queue.

Outcome: Customers get immediate answers, and support teams no longer spend hours responding to the same basic enquiries.

Smart conversation flows, not static bots

Rather than relying on one-off replies, they built guided chatbot flows that adapt to customer intent.

Depending on the conversation, ChatBot can:

• Resolve the enquiry automatically
• Collect structured information step by step
• Route the conversation to the right department or agent

When a handover is needed, LiveChat takes over with full context preserved — including chat history, selected options, and uploaded files.

Outcome: No repeated questions, no starting from scratch, and significantly faster resolution times for complex cases.

Automating service requests end-to-end

One of the biggest efficiency wins came from automation beyond the chat window.

Using Text’s integration capabilities, customer conversations now:

• Automatically create jobs in Earthridge’s service management system (Simpro)
• Include all relevant details and attachments collected by the bot
• Remove the need for manual data entry entirely

What used to take several steps (copying messages, attaching files, and creating jobs) now happens automatically in the background.

Outcome: Fewer errors, faster job creation, and a much smoother internal workflow.

The results

By combining conversational AI with automation and integrations, Earthridge achieved tangible results:

Reduced support load

A significant portion of incoming enquiries is now handled entirely by ChatBot — especially high-frequency product and installation questions.

This allows the support team to:

• Focus on complex, high-value cases
• Maintain service quality without increasing headcount
• Scale support effortlessly as demand grows

Faster response times

Customers no longer wait for office hours or callbacks. Most questions are answered instantly, and escalations reach the right person with full context.

Cleaner data, better decisions

Every interaction now generates structured, usable data:

• Clear customer intent
• Complete service requests
• Accurate job records

This improves visibility across operations and reduces friction between support and service teams.

Why this matters

For Earthridge, this wasn’t just a ChatBot rollout — it was a shift in how customer conversations are handled across the business.

And for us at Text, it’s a perfect example of what happens when:

• Automation is designed around real workflows
• AI is paired with human support, not used instead of it
• Conversations are connected directly to business systems

The result? Faster support, happier customers, and operations that scale without breaking.

Conclusion

Earthridge International’s journey shows what’s possible when automation is built with purpose. By combining ChatBot, LiveChat, and Text’s automation capabilities, customer conversations became faster, more efficient, and easier to scale — without losing the human touch.

For growing businesses, this case study is a clear reminder: start with automation, keep humans where they add the most value, and build systems that scale with demand, not against it.