Monster Tires streamlined their customer support and ecommerce Sales process with Tidio’s AI-powered platform, dramatically reducing time spent by sales reps on phone calls while increasing website engagement and simplifying their online sales quote process.
At a glance: Monster Tires
Monster Tires is a U.S.-based online ecommerce vendor specializing in rubber tracks and tires for construction and landscaping compact machines. Founded in 2020, the company has built a reputation for competitive pricing, and knowledgeable sales technicians, plus super-fast and inexpensive shipping with a simplified online shopping experience.
- Company Size: 8 employees
- Industry: OTR Tires & Rubber Tracks
- Founded: 2020
- Country of Operation: United States
- Specialization: Construction and landscaping compact equipment tires/tracks
- Website: monstertires.com
The Challenge: Overwhelming Phone Support Demand
Despite their small but dedicated team, Monster Tires faced a significant challenge with resource allocation and operational efficiency. Their tires and track sales specialists (aka Rubber Enthusiasts) were spending 30% of their valuable time handling routine “Request a Quote” phone calls, which prevented them from focusing on complex customer consultations and technical expertise.
The main pain points included:
- Inefficient time allocation: 30% of the time spent by sales reps was consumed by routine quote requests for new customers
- Repetitive quote processes: Staff repeatedly handled similar quote inquiries that could be standardized
- Resource misallocation: Sales reps were tied up with administrative tasks instead of providing specialized sales guidance and order processing
- Operational bottlenecks: With just 3 sales reps, every hour mattered for business growth
Monster Tires needed a solution that would automate routine quote requests, free up their sales reps’ time for complex technical consultations, and allow them to focus on what they do best — providing specialized purchasing expertise – while maintaining their commitment to exceptional service.
The Solution: Why Monster Tires chose Tidio
When evaluating customer service tools, Monster Tires prioritized ease of implementation and seamless integration with their existing systems. After researching various options, they chose Tidio based on:
- Outstanding reviews: Particularly regarding how easy Tidio was to install, configure, and train through website integration and Q&A record uploads
- WooCommerce integration: Perfect compatibility with their existing e-commerce platform
- Quick setup: Up and running within minutes, not hours or days
- User-friendly interface: Intuitive design that didn’t require extensive training
- Comprehensive features: From basic chat to advanced AI capabilities
The installation process exceeded their expectations — they were amazed by how fast they could get Tidio operational, configure their custom Q&A workflows, and start seeing immediate benefits.
The Results: Dramatic improvements in efficiency and engagement
After implementing Tidio, Monster Tires experienced a complete transformation in their customer engagement and operational efficiency:
Operational Efficiency Gains:
- 30% of specialist time reclaimed: Automated “Request a Quote” flow eliminated routine quote calls, freeing specialists for complex technical consultations
- 15-minute workflow setup: The “Request a Quote” workflow took just 15 minutes to build using an intuitive drag-and-drop interface within Tidio.
- “Request a Quote” flow adoption: One-third of website visitors now use the automated quote flow instead of requiring phone support from a sales specialist.
Enhanced Customer Intelligence:
- Real-time visitor insights: Can see who’s on their website, what page they’re viewing, their location, and device type
- Proactive engagement: Ability to initiate conversations based on customer behavior and product interest, depending on their current web page viewing
- Seamless product recommendations: Direct product shopping links (Product Cards) can be provided within chat conversations – allowing sales reps to quickly browse related products from WooCommerce website within the Tidio chat panel and send them to customers during interactive chat conversations.
Impressive Engagement Metrics:
- 44% bot engagement rate: Nearly half of website visitors actively engage with Tidio’s automated services.
- 26.23% contact conversion rate: More than a quarter of website visits result in meaningful customer contact through pre-configured workflow using intelligent AI chatbots.
The configurable workflow capabilities of Tidio are fantastic! We’ve already built multiple customer interaction, Q&A flows that have helped reduce the time spent by our sales and support staff. I was dead impressed by how easy their system was to install and roll out in our WooCommerce & WordPress environment.
Key Features Driving Success
- Intelligent visitor tracking: Monster Tires can now identify visitor details, including website browsing location and product interest, enabling them to understand customer intent and initiate relevant conversations immediately.
- Streamlined sales process: The ability to add product shopping page links, with associated pictures, directly inside customer chats has made product recommendations and sales conversions significantly more efficient.
- Powerful flow automation: Custom-built Q&A flows handle routine shopping inquiries automatically, creating comprehensive customer information summaries and shopping information handoffs to sales reps.
- Lyro AI Agent training: With unlimited data source capacity to train their AI agent, Monster Tires has already linked over 100 web pages of information and uploaded over 450 Q&A articles to their AI knowledge base to simulate complex customer inquiries.
Future Plans: Expanding AI Capabilities
Building on their initial success, Monster Tires plans to leverage Tidio’s advanced features even further:
- Enhanced Lyro AI experimentation: Exploring additional AI agent capabilities to handle more complex product specification questions and pricing details automatically.
- Advanced Q&A flow development: Creating more sophisticated customer journey shopping workflows to simulate interactions with experienced sales specialists.
- Deeper integration: Maximizing the potential of Tidio’s API calls inside programmable workflows to provide detailed product information automatically through AI agent interactions.
By implementing Tidio, Monster Tires has successfully transformed its customer support and sales interactions from a resource-intensive phone-based system to an efficient, automated digital experience. The result is a better online shopping experience for their customers, and a sales team that can focus on what they do best — providing “Rubber Enthusiasm” consultation for compact equipment owners across North America.
This e-commerce Website company proves that even small teams can achieve big results with the right customer service AI platform, setting a new standard for efficiency in the specialized shopping for compact equipment, tires, and rubber tracks.
