CUSTOMER STORY

How tons turned "will it fit my bike?" into orders

tons makes Danish-design storage and Zwift stands for people who love their bikes. Every purchase starts with a compatibility question. So tons put Twini's AI assistant on every product page to answer it, in the shopper's language, anywhere in the world.

About

tons is a Danish design brand making cycling gear storage that looks like furniture, not hardware. Wall mounts, bike stands, gear racks for helmets and glasses, and Zwift stands for the pain cave, designed by cyclists, 3D-printed in Denmark from sustainable materials with solid oak details, and shipped worldwide. Rated 4.8 out of 5 by customers.

Industry

Cycling gear & home storage

Location

Denmark

Platform

Shopify

Twini, AI product assistant

8,207

conversations handled

1,330

products added to cart

€75,309

in sales by Twini

Challenge:

tons sells to cyclists who own bikes worth thousands, in every corner of the world. Before they buy a mount or a stand, they need one thing: certainty it fits. Their frame, their seatpost, their screen, their space. Unanswered, that question doesn't convert, it bounces.

Solution:

tons put Twini, an AI assistant, on every product page, trained on the full catalogue and the actual product inlays. It answers compatibility, materials, shipping and returns in the shopper's language, and turns every conversation into a map of what cyclists want next.

The challenge

A compatibility purchase, sold to the whole world

Nobody buys a wall mount for "a bike". They buy it for their bike. A €200 stand or a €50 mount comes with very specific doubts, and tons shoppers ask them from every market, in their own language:

Will it fit my bike size?
Does it work with my seatpost?
Is it compatible with all screens?
How much weight does it hold?
Is it made of solid oak?
How much is shipping to my country?

A product page can list dimensions. It can't reassure a cyclist in Glasgow about shipping, a rider in Berlin about frame sizes, and a Zwifter in Singapore about screen compatibility, all at the same time. Those unanswered doubts were the gap between visiting and buying.

The solution

An assistant that knows every product, in every language

So tons put Twini on every product page, desktop and mobile: an AI assistant trained on the whole catalogue that answers exactly when the doubt appears. It confirms what fits, from frame sizes to seatposts to screens, explains materials and weight limits, and settles shipping and returns on the spot. A shopper in the UK asks "how much is shipping to Glasgow?" and gets the answer in one message, a German rider asks "passt sie zu meiner Fahrradgröße?" and buys the wall mount in the same chat.

It goes deeper than the page copy. Twini is trained on the product inlays tons ships in the box, the same sheets that explain assembly and use for every stand, rack and tray. So the answers come from the source, before and after the purchase.

The results

Compatibility answered, carts filled

Since going live, Twini has handled 8,207 conversations and answered 13,944 times, putting products in front of shoppers 9,649 times, €943,156 worth of them. The certainty converts: 1,330 products added to cart from chat, about one conversation in six, and 783 products sold directly through Twini, €75,309 in attributed sales. On a store where every purchase starts with "will it fit?", answering that question is the sale.

"Our customers are cyclists with very specific setups. Twini gives every one of them the answer we'd give in person, in their language, at 2am before a race. And it sells." Kasper Hvid Jørgensen, CTO @tons.

The bonus

Customers voting, one question at a time

Then there's what tons learned. Twini reads every conversation and flags what shoppers hit: gaps in the catalogue, specs missing from pages, friction on the way to checkout.

For tons, the list reads like a product roadmap written by customers. 92 conversations asked for seatpost mounts for bike models not yet in the catalogue. 23 more hit seatpost compatibility gaps, 13 asked for restock dates, 12 wanted mounts for bikes tons doesn't cover yet, and 16 needed hardware specs the pages didn't show. That's not a complaint log. It's demand, counted and ranked: which mounts to design next, which specs to add, which products to restock first.

The loop makes the store compound. Twini answers today's shopper, hands tons the list of what to build and clarify next, and every fix turns into better answers, better pages, and better products.

Product

Customers

How it works