- Company Size: 100+ employees
- Industry: Fintech (Credit Monitoring & Financial Services)
- Country of Operation: Canada
- Monthly Support Volume: +11,000 tickets monthly, 9 customer support agents
- Member Base/traffic: around 4 million users
- Website: www.borrowell.com
- Previous tool used: Zendesk (now merged with Tidio/Lyro)
Problem: growing support demand with a lean team
Borrowell is a Canadian fintech company that helps millions of users monitor their credit and access financial tools. As the platform continued to grow, so did the volume of customer questions and support requests.
The support team was already managing more than 11,000 tickets per month with just nine agents. With growth expected to continue, it became clear that scaling support without increasing headcount would be a challenge.
Key challenges included:
- Volume spikes during peak periods, with ticket numbers climbing beyond 12,000 per month
- Limited team capacity during busy periods
- Ongoing business growth requires a support model that could scale smoothly
- A desire to stay lean while maintaining high service standards
As our business continues to scale, we’re anticipating an increase in ticket volume. With our current team size, it would be challenging to manage that growth efficiently. Implementing a chatbot helps us stay lean and agile, while still being able to scale our operations and maintain a high level of service.
Solution: AI-powered support with Lyro and Zendesk
To reduce ticket volume and respond faster to customer questions, Borrowell began exploring AI-driven support. During a trial period, the team tested Tidio and quickly saw the potential of Lyro, both in terms of answer quality and the support provided during onboarding.
Rather than replacing Zendesk, Borrowell kept it as their primary ticketing system and introduced Tidio’s Lyro AI to handle conversations before they turned into tickets. This allowed the team to improve efficiency without changing the tools or workflows agents already relied on.
Key requirements included:
- AI-powered question answering for common customer inquiries
- Seamless Zendesk integration that worked with existing help center and ticketing workflows
- A solution that could handle fluctuating ticket volumes
- Reliable onboarding and ongoing support during implementation
Zendesk workflow
- Conversations Lyro can’t resolve are automatically converted into Zendesk tickets
- Full chat transcripts are included in every ticket
- Member contact details are collected during the conversation
- Tickets are routed to the appropriate support queues
- Existing agent workflows remain unchanged
Knowledge management
- Help center integration: Lyro is trained on Borrowell’s Zendesk help center articles
- Continuous updates: easy refresh of the knowledge base whenever help center content changes
- Manual training: ability to add specific Q&As for unanswered questions
Results: measurable impact on support performance
After implementing Lyro AI, Borrowell saw clear improvements across key support metrics:
| Metric | Result |
| Resolution rate | 83% |
| Answer rate | 87% |
| Help center engagement rate | 65% |
Operational benefits
Seamless Zendesk integration
Lyro fits naturally into Borrowell’s existing Zendesk setup. When AI can’t resolve a question, a ticket is created automatically with the full conversation attached. This ensures agents always have context and can step in without repeating questions.
Always-on support for members
With Lyro available 24/7, members can get answers whenever they need them. This reduces wait times during busy periods and provides consistent support outside regular business hours.
Better use of agent time
By taking care of repetitive and straightforward questions, Lyro reduces incoming ticket volume. This allows agents to spend more time on complex issues that require human judgment and personal attention.
Lower support costs without sacrificing quality
Deflecting simple tickets helps keep costs under control while maintaining fast, reliable responses. Borrowell can scale its support operation without expanding the team.
Ongoing improvements and future plans
To continue improving results, Borrowell regularly:
- Reviews unanswered questions and adds new responses
- Updates knowledge sources when help center content changes
- Refines chat flows to improve the customer experience
- Supports French-language conversations for users in Quebec
- Tracks performance through Lyro’s analytics dashboard
Building on early success, the team is also exploring:
- Live agent chat for more complex cases
- More personalized experiences for logged-in users through API-based automations
- Additional product integrations beyond the current help center setup
Combining AI automation with existing workflows
Borrowell’s experience shows how AI can support growing customer demand while keeping their established processes and tools in place. By continuing to use Zendesk as the system for ticket handling and using Lyro AI to resolve questions before they become tickets, the team reduced pressure on agents while maintaining fast, reliable support for users.
Ready to achieve an 83% resolution rate and scale your customer support like Borrowell?
Discover how Tidio’s Lyro AI can help you reduce ticket volume, support growth, and integrate seamlessly with Zendesk.
