Heat Electric: every enquiry answered, whenever it arrives.
Since spring 2026, Zatio has answered Heat Electric's website chat and WhatsApp in their name. In six months that came to 370 real customer conversations, and 51% of them started outside office hours.
Who they are
Heat Electric is a UK electric heating specialist. They supply and install electric radiators and hot water systems, solar PV and home batteries, with regional teams in England, Wales and Scotland and a head office in Ellesmere Port, Cheshire.
Heat Electric agreed to be named on this page.
The challenge
Heat Electric's people spend their day in customers' homes: surveying, installing, commissioning. Enquiries don't wait for them. They arrive whenever a homeowner finds the time to look into new heating, on whichever channel is open: the chat on the website or WhatsApp.
The goal was simple: every one of those people gets a helpful reply straight away, in Heat Electric's name, and the team gets what it needs to follow up when it is back from the job.
What Zatio does for them
Answers website chat and WhatsApp, 24/7
The assistant, called Aime, replies in Heat Electric's name on the chat on their website and on WhatsApp, evenings and weekends included.
Answers questions about their services
Customers ask about radiators, hot water, solar and batteries, and get answers from Heat Electric's own information, in a normal conversation rather than a form.
Collects what the team needs
Over a few short messages Aime asks for the details that make a good first call: name and contact details, postcode, type of property, current heating and timeline.
Passes the conversation to the team
When a customer is ready to talk to someone, Aime asks when suits them and hands the conversation to the team, with the details already collected. The team has the full conversation in Zatio and calls the customer back.
Follows up form enquiries on WhatsApp
When someone sends an enquiry through Heat Electric's Zoho forms and has agreed to be contacted on WhatsApp, Zatio sends them a first WhatsApp message in Heat Electric's name, worded for the time of day, and picks up the conversation when they reply.
Results
Conversations with real customers between 19 April and 17 October 2026. Regular volume started in June 2026.
370
real customer conversations
221
on website chat
148
on WhatsApp
51%
(188) started outside 9:00 to 17:00, Monday to Friday
94
started at the weekend
Conversations per month
| Month | Conversations |
|---|---|
| June 2026 | 71 |
| July 2026 | 78 |
| August 2026 | 71 |
| September 2026 | 84 |
How we counted
Counted from Zatio's conversation records on 18 October 2026, for 19 April 2026 (the first conversation) to 17 October 2026. A conversation counts when it has at least two messages, and Zatio's own test conversations are left out. Of the 370, 221 were on website chat, 148 on WhatsApp and 1 was a phone call.
Office hours means 9:00 to 17:00, Monday to Friday, UK time, and a conversation is counted by when it started. These are conversation counts only: this page does not report enquiries, bookings or sales.
Want the same for your business?
Zatio answers your website chat, WhatsApp and phone in your name, day and night, and hands the conversation to your team with the details already collected.