Rapyd enhanced merchant support efficiency by implementing Tidio’s Lyro AI solution, reducing response times and automating ticket creation through seamless Salesforce integration.
At a glance: Rapyd
Rapyd is a leading global fintech company that simplifies and advances commerce by providing businesses with comprehensive payment and financial services. Operating in over 190 countries, Rapyd supports more than 900 payment methods and 150 currencies, serving notable clients such as Uber, Ikea, and Paysafe.
- Company Size: Global enterprise
- Industry: Financial Technology (Fintech)
- Global Reach: 190+ countries
- Support Volume: High volume of technical support inquiries from global merchants
The Challenge: Scaling Support for Complex Financial Services
As Rapyd expanded its global footprint, its support team faced mounting pressure. The complexity of financial technology meant merchants frequently needed assistance with payment processing, account management, and technical integrations.
We were dealing with an increasing number of highly technical inquiries across different product categories. Our merchants expect immediate responses, but we also needed to maintain the quality and accuracy of our support, especially given the sensitive nature of financial services.
The support team identified several critical challenges:
- Managing growing support volume while maintaining quality
- Addressing complex technical queries requiring specialized knowledge
- Ensuring proper verification and tracking of merchant interactions
- Creating and updating support tickets with complete conversation history
Finding the Right Solution
After evaluating several AI-powered support platforms, Rapyd selected Tidio’s Lyro AI solution. The decision wasn’t made lightly – as a financial services provider, security and compliance were paramount concerns.
During our security review, we were impressed by Tidio's commitment to data protection. Their approach aligned with our strict requirements for handling merchant information.
The implementation process began in July 2024 with initial technical assessments. Over the following months, Rapyd conducted comprehensive security reviews and legal evaluations before proceeding with the technical integration.
What really set Tidio apart was their willingness to develop a custom solution that integrated perfectly with our existing systems. The ability to connect Lyro AI with both our merchant portal and Salesforce environment was crucial.
A Seamless Integration Experience
Rapyd implemented Tidio’s solution within their secure merchant portal, ensuring only authenticated users could access the support system. When merchants encounter issues, they can instantly connect with Lyro AI, which draws on a knowledge base of over 3,600 articles to provide accurate responses.
The workflow is elegantly simple yet powerful:
- Merchants authenticate through Rapyd’s secure portal
- They interact with Lyro AI, which identifies them automatically
- A Salesforce ticket is created instantly to track the interaction
- If Lyro can’t resolve the issue, the ticket is flagged for human follow-up, complete with the full conversation transcript
The integration between Tidio and Salesforce was remarkably smooth. We were able to map all the essential fields and create a seamless flow of information between systems.
The Results: Measurable Improvements in Support Efficiency
After implementing Tidio’s Lyro AI solution, Rapyd experienced significant improvements in its customer support operations:
- 42% Resolution Rate: Lyro AI successfully resolved 42% of all merchant inquiries without human intervention
- 7,859 Contacts Created: Processed nearly 8,000 interactions in a 30-day period
- 15+ Hours Saved: Support team gained nearly 15 hours of productivity in a 30-day period
- Comprehensive Knowledge Base: Successfully integrated 3,632 articles into Lyro’s knowledge base
The resolution rate exceeded our expectations. Being able to automatically resolve 42% of inquiries means our specialized support agents can focus on the complex cases that truly need their expertise.
Perhaps most importantly, the system creates a consistent support experience for merchants regardless of their location or time zone.
Looking to the Future
Following this successful implementation, Rapyd is now exploring additional ways to leverage Tidio’s technology. Plans include integrating with HubSpot, expanding the knowledge base, and further refining the AI’s understanding of financial services terminology.
For other companies considering AI-powered support solutions, Sharma offers this advice:
Look beyond the technology itself to find a partner who understands your specific needs. Tidio's willingness to customize their solution for our unique environment has been key to our success.
By implementing Tidio’s Lyro AI, Rapyd has successfully scaled its support operations while maintaining the high-quality service its global merchant base expects – proving that even in complex, regulated industries like financial services, AI can transform customer support for the better.
