Ninja Transfers revolutionized their customer support by implementing Tidio’s Lyro AI, increasing resolution rates from 41% to 68%, saving over 132,000 hours in agent time, and boosting assisted sales from $398k to $710k during peak season.
At a glance: Ninja Transfers
Ninja Transfers is a specialized Direct to Film (DTF) transfer company founded during the 2020 pandemic, providing high-quality custom apparel and promotional products nationwide. With their rapid growth came significant customer support challenges that required an innovative solution.
- Company Size: Growing team of DTF specialists and customer support “Ninjas”
- Industry: Custom Apparel, DTF Transfers
- Country of Operation: United States
- Headquarters: Philadelphia, PA
- Website: www.ninjatransfers.com
- Key features used: Lyro AI Agent
The Challenge: Scaling Support While Maintaining Quality
Ninja Transfers found themselves facing a common growth dilemma: how to handle increasing support volume without sacrificing the personalized service that helped build their reputation.
We were expanding faster than our support infrastructure could handle. With remote teams and fragmented customer data across multiple platforms, we needed a solution that could bring everything together while automating routine inquiries.
Their team identified several critical pain points:
- Limited visibility into remote team performance made it difficult to track productivity and ensure consistent support quality
- Inefficient ticket handling processes with agents working from unassigned queues caused workflow bottlenecks
- Customer data fragmented across platforms (Shopify, YOTPO, Trustpilot, Salesforce) prevented a complete customer view
- Repetitive inquiries consumed agent time that could be better spent on complex customer needs
We had specialists we called 'Ninjas' handling customer support, but they were spending too much time answering the same questions over and over. We needed to automate the routine so our team could focus on providing exceptional service for complex issues.
The Solution: An Integrated AI Approach
After evaluating various options, Ninja Transfers selected Tidio’s Lyro AI, partly because they were already using Tidio for one of their brands with positive results. The platform’s ability to integrate with their existing tech stack—Shopify, Salesforce, Hubspot, and Pipedrive—was crucial to their decision.
The implementation focused on creating a streamlined support ecosystem with specialized departmental structures, VIP customer routing for high-value clients, and centralized customer profiles integrating data from multiple platforms.
Tidio's support team was exceptional during implementation. They helped us create custom workflows and organized our support structure in a way that made sense for our business. Their onboarding process felt tailored to our specific needs.
The Results: Transformative Improvements
After implementing Tidio’s Lyro AI, Ninja Transfers achieved remarkable improvements across their support operations.
- 68% Resolution Rate: Their resolution rate climbed from 41% in Q1 2024 to 68% currently—a 65% improvement. This efficiency gain translated to 132,456 hours saved in handling time.
- Knowledge Base Expansion: The company invested heavily in training Lyro, adding 6,748 articles to Lyro’s knowledge base—a 50% increase compared to August. Their dedication paid off with Lyro handling slightly more customer threads than human conversations.
What's been most impressive is how Lyro continues to improve. The more we train it, the more effective it becomes. It's like adding a team member who works 24/7 and never gets tired
- Significant Sales Growth: Ninja Transfers saw significant growth in assisted sales after implementing Tidio. Monthly sales increased from $398,000 in August to $525,000 in January, with holiday season peaks reaching $710,000.
- Improved Agent Efficiency: Clear departmental structure within Tidio improved ticket management and agent specialization.
The numbers tell the story. But beyond the metrics, we've seen a transformation in how our team works. Our Ninjas are more engaged because they're handling interesting challenges rather than repetitive questions.
Looking Ahead: Expanding AI Capabilities
With three Tidio+ accounts now operating successfully, Ninja Transfers continues to leverage Lyro AI across different aspects of their business, setting new standards for customer support excellence in the DTF transfer industry.
We're just scratching the surface of what's possible. As we continue to leverage Lyro AI across different aspects of our business, we're setting new standards for customer support in the DTF transfer industry.
By implementing Tidio’s Lyro AI, Ninja Transfers has successfully transformed their customer support operations, increased sales, and positioned themselves for continued growth in the competitive custom apparel industry.
The beauty of Tidio's Lyro AI is that it doesn't just handle routine inquiries—it learns and improves over time. Our resolution rate jumped from 41% to 68%, but what that really means is thousands of customers getting immediate answers instead of waiting for a human response. That translates directly to customer satisfaction and loyalty.
