GameBoost, a leading gaming marketplace, returned to Tidio after struggling with expensive, poorly-performing AI solutions, now leveraging Lyro AI to handle repetitive customer inquiries with exceptional efficiency.
At a glance: GameBoost
GameBoost is a comprehensive gaming services marketplace that has revolutionized how gamers access professional gaming services and digital products. Since launching in 2018, they’ve built an impressive track record serving the global gaming community with a wide range of specialized services.
- Company Size: 15+ customer support agents
- Industry: Gaming Services Marketplace
- Country of Operation: Global
- Support Volume: 13,000+ monthly conversations
- Customer Base: 350K+ gamers served
- Seller Network: 1,500+ verified sellers
- Trustpilot Rating: 4.4-4.6/5 stars from 14K+ reviews
- Website: gameboost.com
Services Offered:
- Verified game account buying/selling (Fortnite, GTA 5, Clash of Clans, Brawl Stars)
- Game keys for multiple platforms (Steam, Xbox, PlayStation)
- In-game currencies and items (Robux, vBucks, OSRS Gold, WoW Gold)
- “Play with a Pro” mentorship experiences
The Challenge: Expensive AI that didn’t deliver results
After initially using Tidio successfully, GameBoost had switched to another tool seeking advanced AI capabilities. However, this decision created significant operational challenges that threatened their customer support efficiency:
- High Operational Costs: Per-resolution pricing model was bleeding their budget, especially with assumed resolutions counting the same as actual resolutions
- Poor AI Performance: The AI bot frequently malfunctioned, with workflows failing despite perfect setup
- Inadequate Support: Typical response times of one day from support agents, with difficult scheduling for calls and problem resolution
- Repetitive Query Overload: As a marketplace with one-time customers, they faced constant repetitive questions like “Can I sell my account?” and “Can I get a better discount?”
- Scalability Issues: Customer support staff couldn’t handle the volume of live chats without proper AI assistance
The combination of high costs and poor performance made it clear that GameBoost needed a more reliable, cost-effective solution to manage their growing support demands.
The Solution: Why GameBoost returned to Tidio’s Lyro AI Agent
Having previously experienced success with Tidio, GameBoost’s decision to return was driven by several key factors:
- Proven Track Record: Their team already knew and loved working with Tidio’s fast, simple interface
- Advanced AI Capabilities: Lyro AI could now handle the repetitive inquiries that drove their initial switch
- Cost-Effective Pricing: Tidio’s model charges once per unique user per month, regardless of how many questions they ask
- Dedicated Support: Dedicated help from Customer Success Manager
- Flexible Integration: Seamless connection with their existing GameBoost dashboard ticketing system
GameBoost implemented a multi-tiered support strategy: articles for self-service, Lyro AI as the second line of defense, and escalation to their internal ticketing system for complex issues requiring manual intervention.
The Results: Outstanding AI performance and operational efficiency
After implementing Lyro AI, GameBoost achieved remarkable improvements in their customer support operations:
- 86% AI Resolution Rate: Lyro AI successfully resolves the vast majority of customer inquiries without human intervention
- 6.8% Bot Engagement Rate: Efficient customer interaction with the AI system
- Seamless Workflow Integration: Two customized workflows – one for normal operations and another for holidays/off-hours when only AI handles inquiries
- Cost Savings: Eliminated expensive per-resolution fees, moving to a predictable monthly model
- Improved Team Satisfaction: Customer support staff expressed relief and happiness to return to Tidio’s user-friendly platform
All of my customer support staff, they really miss Tidio, they love working on it because it's so fast, like it's so simple and it was a mistake to move from here to be honest. So I'm really happy.
Future Plans: Expanding AI capabilities across the marketplace
Building on their successful Lyro AI implementation, GameBoost is planning several enhancements:
- Enhanced Knowledge Base Integration: Creating a comprehensive help center that Lyro AI can learn from and reference
- API Integration Expansion: Enabling customers to check account points, payment dates, and other account-specific information directly through chat
- Advanced Workflow Optimization: Continuous refinement of their dual-workflow system for maximum efficiency
- Custom Training Enhancement: Ongoing AI training using historical chat data and canned responses to improve resolution rates even further
By returning to Tidio’s Lyro AI, GameBoost has not only solved their immediate cost and performance challenges but positioned themselves for continued growth in the competitive gaming marketplace. Their 86% resolution rate demonstrates the power of choosing the right AI solution, proving that sometimes the best path forward is returning to what works best.
