Family-owned beauty supplier NSI Australia leverages Tidio’s AI across multiple channels to deliver exceptional customer service with just one operator while driving significant sales growth.
At a glance: NSI Australia
NSI Australia is a family-owned beauty and nail supply company that has been serving the Australian market since May 2019. Specializing in vegan, cruelty-free, and eco-conscious products made in small quality-controlled batches, they’ve built a reputation for excellence with an impressive 4.8 out of 5 Trustpilot rating.
- Founded: May 3, 2019
- Industry: Beauty & Nail Supply (B2B & B2C)
- Location: Australia
- Platform: Shopify
- Business Model: Wholesale & Retail
- Trustpilot Rating: 4.8/5 stars
- Website: www.nsinails.com.au
The Challenge: Managing diverse customer needs with limited resources
As a growing family-owned business, NSI Australia faced the common challenge of scaling customer support while maintaining their high service standards. They needed to efficiently handle:
- Diverse product inquiries across nail supplies, beauty products, skincare, and salon equipment
- Multiple customer segments from individual consumers to wholesale salon buyers
- Multi-channel support as customers reached out through various platforms
- Sales assistance to help customers find the right products and complete purchases
- Maintaining their 4.8-star reputation while growing their customer base
The company needed a solution that could extend their operator’s capabilities across multiple channels without compromising the personal, responsive service.
The Solution: Why NSI Australia chose Tidio’s Lyro AI Agent
NSI Australia selected Tidio’s Lyro AI to amplify their customer service capabilities. The key factors in their decision included:
- Multi-channel integration: Seamless operation across their website widget and Facebook messaging
- Intelligent automation: AI capable of understanding diverse product inquiries and customer needs
- Sales support capabilities: Ability to guide customers through product selection and purchases
- Easy implementation: Quick setup that worked perfectly with their existing Shopify infrastructure
- Scalable solution: Could grow with their business while maintaining quality service standards
Tidio was deployed across their website and Facebook channels, providing support while allowing their operator to focus on complex inquiries and high-value customer interactions.
The Results: Exceptional performance across all metrics
Since implementing Tidio’s Lyro AI, NSI Australia has seen remarkable improvements in their customer service operations:
- 62% AI Resolution Rate: Lyro AI successfully resolves nearly two-thirds of customer inquiries automatically, dramatically extending the capabilities of their single-operator team
- 66.67% Bot Engagement Rate: Customers actively engage with the AI, indicating high-quality, helpful interactions that meet their needs
- 400+ Sales Assisted: Tidio directly contributed to supporting over 400 orders last 30 days, demonstrating significant revenue impact beyond just customer service
- Multi-channel Excellence: Seamless support delivery across both website widget and Facebook, ensuring consistent customer experience regardless of contact method
Running a lean operation means every solution needs to deliver real value. Tidio's 67% engagement rate shows our customers genuinely find the interactions helpful. It's allowed us to punch above our weight in customer service delivery.
The Impact: Transforming a lean operation into a customer service powerhouse
The implementation of Tidio’s Lyro AI has enabled NSI Australia to maintain their exceptional 4.8-star Trustpilot rating while significantly expanding their service capabilities. With just one operator supported by AI technology, they’ve created a customer service operation that rivals much larger teams.
The 400+ orders assisted by Tidio in the last 30 days demonstrate that Tidio isn’t just handling support tickets – it’s actively contributing to business growth by guiding customers through their purchase journey and helping them find the perfect products for their needs.
Key achievements:
- Maintained premium customer service standards with minimal resources
- Achieved industry-leading AI engagement and resolution rates
- Generated measurable sales impact through intelligent customer assistance
- Created scalable support infrastructure for continued growth
By leveraging Tidio’s Lyro AI, NSI Australia proves that family-owned businesses can compete with larger enterprises in customer service excellence while staying true to their values of quality, personal attention, and customer satisfaction.
Ready to transform your customer service like NSI Australia? Discover how Tidio’s AI solutions can help your business achieve exceptional results with the resources you have.
