Award-winning UK mattress retailer streamlines customer support operations with AI-powered automation, delivering faster responses while reducing agent workload and maintaining exceptional service standards.
At a glance: MattressNextDay
MattressNextDay is a well-established, UK online mattress retailer specializing in fast delivery, extensive product variety, sustainable practices, and flexible financing options. The company has built its reputation on providing next-day delivery guarantees and award-winning online service, making them particularly suitable for consumers seeking convenience and breadth of choice in the competitive UK online mattress and bed retail space.
- Industry: E-commerce (Online Mattress & Bed Retail)
- Location: United Kingdom
- Integrated Channels: Website widget, email, Instagram, Facebook
- Website: mattressnextday.co.uk
The Challenge: Managing Multi-Channel Support While Maintaining Award-Winning Service
As an award-winning retailer, MattressNextDay faced the growing challenge of maintaining their high service standards across multiple channels while managing increasing support volumes. Their team was handling complex customer inquiries spanning sales questions, order tracking, delivery coordination, and post-purchase support across various touchpoints.
Key challenges included:
- Multi-channel complexity: Managing customer communications across website, email, social media platforms
- Resource allocation: Ensuring fair distribution of tickets among agents while maintaining quality
- Response time optimization: Meeting customer expectations for quick responses, especially for routine inquiries
- Agent efficiency: Freeing up experienced agents to focus on complex cases requiring human expertise
The team needed a solution that could handle routine inquiries automatically while seamlessly integrating with their existing workflow and maintaining the personal touch that distinguished their award-winning service.
The Solution: Why MattressNextDay Chose Tidio
When evaluating AI-powered customer support solutions, MattressNextDay prioritized several key factors:
- Comprehensive integration capabilities: Needed to work seamlessly across widget, email, Instagram, and Facebook channels
- Intelligent automation: Ability to handle routine inquiries while knowing when to escalate to human agents
- Extensive knowledge base support: Capability to learn from their substantial product catalog and policies
- Team management features: Tools for supervisors to efficiently assign and monitor ticket distribution
- Scalable architecture: Solution that could grow with their expanding operations
After thorough evaluation, MattressNextDay selected Tidio’s AI platform. The implementation process included comprehensive training sessions for both customer service and sales teams, with dedicated support from Tidio’s Customer Success Manager to ensure smooth adoption across all departments.
The Results: Exceptional Performance Across All Metrics
After implementing Lyro AI, MattressNextDay has seen remarkable improvements in their customer support operations:
- 73% Resolution Rate: Lyro successfully resolves nearly three-quarters of customer inquiries without human intervention
- 400+ Hours Saved Monthly: Significant time savings allowing agents to focus on complex cases and high-value interactions
- 1000+ Knowledge Sources: Comprehensive AI training from extensive product and policy documentation
- Multi-Channel Excellence: Seamless support across website widget, email, Instagram, and Facebook platforms
The implementation has transformed how the team approaches customer service, with supervisors noting improved workflow management and agents appreciating the ability to focus on cases requiring genuine human expertise.
We're really starting to see the benefits now. The conversations handled by AI with only 100 transfers to an agent is incredible. It really is making an impact on us.
Implementation Success: Smooth Transition and Team Adoption
The transition to Tidio was carefully managed with multiple training sessions and ongoing support. The comprehensive feature set represented a significant upgrade from their previous basic systems, and the team quickly adapted to the enhanced capabilities. As they noted: “Everyone is used to it now, and everyone’s seeing the benefits and reaping the benefits. It’s really helping us out.”
Key implementation highlights included:
- Comprehensive team training: Multiple sessions covering both basic operations and advanced features
- Gradual rollout: Allowing teams to adapt to the new system while maintaining service quality
- Ongoing optimization: Regular review sessions to refine AI responses and improve resolution rates
- Feature development: Access to new capabilities like co-pilot features and enhanced ticket management
Future Plans: Expanding AI Integration Across Operations
Building on their success with customer support automation, MattressNextDay plans to further leverage Tidio’s capabilities:
- Enhanced automation: Implementing automated email responses during off-hours using Lyro’s scheduling capabilities
- Advanced workflow optimization: Utilizing additional features for better ticket management and team coordination
- Expanded AI capabilities: Exploring new Tidio features as they become available to further streamline operations
- Cross-department integration: Applying AI solutions to other areas of their business operations
By implementing Tidio’s Lyro AI, MattressNextDay has successfully maintained their award-winning service standards while significantly improving operational efficiency. The 73% resolution rate and hundreds of hours saved monthly demonstrate how AI can enhance rather than replace human expertise, allowing their team to focus on delivering the personalized service that sets them apart in the competitive UK mattress retail market.
