Smarter service with AI
By Carly Graham, Thinkivity, AI consultancy and training exclusively for the UK glazing industry.
Customer service might not be the sexiest subject in the glazing world, but it’s one of the most important. It’s where reputations are built – or broken. And in a tough market, it’s the companies who get this right who will stay ahead.
Yet providing consistently excellent service is harder than ever. Teams are stretched. Customers expect more. And there’s always something urgent pulling your attention away. But what if technology could take some of that pressure off?
AI isn’t just about marketing or automation – it’s about improving the way we serve our customers, from the first enquiry to the final follow-up.
Better Replies. Better Results.
One of the biggest frustrations in any glazing business is handling difficult customer conversations, especially when emotions run high. We worked directly with an installer who started using ChatGPT to help word replies to confrontational emails.
The results were immediate. Not only did they receive more positive responses, they also saw an increase in money collected from overdue balances.
By improving tone and clarity, the business was able to de-escalate tension and move things forward faster. Same team. Same issues. Just better outcomes – because the right message made all the difference.
Another member of our GlazePro AI community began using AI-powered meeting recorders on home visits. Now, instead of scribbling notes or worrying about remembering every detail, their sales rep can focus fully on the customer. After the meeting, the AI produces a summary of everything discussed – ready to use in follow-ups, quotes, and job briefs.
It’s a simple shift, but a powerful one. No more missed details. No more post-visit confusion. And a stronger first impression with the homeowner, who feels listened to and looked after.
24/7 answers
Smart service doesn’t stop at the front door. Tools like GlazingBot are giving installers a way to provide out-of-hours support without needing someone on call. Homeowners can get instant answers to questions like lead times, accreditations, colours, or finance, freeing up your team and keeping the customer engaged even when the office is shut.
We’ve seen this make a big difference for installers trying to capture more leads from their website. In a slow market, every enquiry counts – and if someone’s browsing at 9pm, you don’t want to miss that chance to start a conversation.
The idea here isn’t to replace your team with machines. It’s to give them better tools. When used well, AI can help you respond faster, follow up more consistently, and present a more professional face to your customers. It helps your people focus on what they’re best at – listening, solving problems, and building trust.
Smart service is about small, practical steps that make life easier for you and better for your customers. Writing a clearer email. Following up on time. Remembering the details. Answering that question before it turns into a complaint.
Where to start
If you’re wondering how to build this into your business, you’re not alone. That’s why we created GlazePro AI. Not just to teach the tools, but to share real-world ideas from people just like you. From installers using meeting summaries, to fabricators improving communication with order updates, it’s a community built on helping each other raise the bar, while lowering the burden.
Add GlazingBot to your website (visit glazing-bot.com) to support customers 24/7. And explore GlazePro AI at thinkivity.co.uk/glazepro-ai to learn more.
Excellent service doesn’t happen by accident. But with the right habits and the right tools, it can become a whole lot easier.