Axioma boosted their car body repair customer experience with Tidio’s Lyro AI, achieving an impressive 89% AI resolution rate and increasing sales bot engagement to 21%.
At a glance: Axioma
Axioma UK – SMART Car Repairs is a UK-based company specializing in mobile car body repairs and insurance claims automation. Established in 2018 and headquartered in London, Axioma has built a robust platform connecting customers with local repairers for services such as paintwork scratches, bumper scuffs, and dents. Through their innovative approach, Axioma has successfully completed over 40,000 repairs and garnered more than 2,000 positive reviews on Trustpilot, cementing their reputation for quality service in the automotive repair industry.
- Industry: Automotive Repair & Insurance Claims
- Founded: 2018
- Location: London, UK
- Customer Satisfaction: 4,000+ positive Trustpilot reviews
- Website: axioma.co.uk
The Challenge: Scaling Customer Support for Specialized Automotive Services
As Axioma’s business grew, their customer support team faced increasing pressure to handle complex inquiries about car body repair services and insurance claims. The company encountered several critical challenges:
- Technical Complexity: Customer inquiries often involved detailed questions about specific repair types, pricing, and insurance coverage that required specialized knowledge.
- High Support Volume: With thousands of repair jobs processed, the support team was overwhelmed by routine inquiries that diverted attention from high-value customer interactions.
- After-Hours Support Gap: Customers frequently needed information outside business hours when considering repair services or checking on claim status.
- Scalability Concerns: The traditional support model couldn’t efficiently scale with Axioma’s growing customer base without significantly increasing operational costs.
Axioma needed an intelligent solution that could provide accurate, consistent information about their specialized services while handling the increasing volume of customer inquiries.
The Solution: Implementing Tidio’s Lyro AI for Car Repair Quotes & Support
After evaluating several options, Axioma selected Tidio’s Lyro AI to transform their customer support operations. The implementation focused on:
- Comprehensive Knowledge Base Development: Axioma populated Lyro’s knowledge base with 370 specialized articles covering repair processes, insurance claim procedures, pricing details, and frequently asked questions.
- Sales-Oriented Conversational Flows: Specialized conversation paths were designed to guide potential customers through the repair assessment process.
The implementation process emphasized training Lyro AI on Axioma’s specific automotive repair terminology and processes, ensuring accurate responses to technical inquiries about car body repairs.
Tidio stood out with rapid deployment, hands-on support, and smart self-learning via Lyro—letting us scale service fast, at a great price point.
The Results: Impressive AI Resolution and Business Impact
Within months of implementing Tidio’s Lyro AI, Axioma achieved remarkable improvements in their customer support operations:
- 89% AI Resolution Rate: Lyro successfully resolved 89% of customer inquiries without human intervention, handling questions about repair services, pricing, and basic insurance claims processes.
- 21% Sales Bot Engagement: The enhanced conversational capabilities led to more customers engaging with Axioma’s sales-oriented chatbots, directly contributing to increased repair bookings.
- Expanded Knowledge Base: With 370 specialized articles in the Lyro knowledge base, Axioma created a comprehensive self-service resource covering all aspects of their automotive repair services.
- 24/7 Customer Support: Customers gained access to accurate information at any time, significantly improving the user experience for after-hours inquiries about repair services.
- Reduced Response Times: The average response time for customer inquiries decreased dramatically as Lyro provided instant answers to common questions.
Future Plans: Expanding AI Capabilities
By implementing Tidio’s Lyro AI, Axioma UK – SMART Car Repairs has successfully transformed their customer support approach in the specialized field of car body repairs. The impressive 89% AI resolution rate and 21% sales bot engagement demonstrate how effectively Tidio can handle complex, industry-specific customer inquiries while contributing directly to business growth. As Axioma continues to expand its knowledge base and refine AI capabilities, they’re setting new standards for customer service in the automotive repair sector.
