Secureframe replaced their previous AI chatbot with Tidio’s Lyro AI, increasing resolution rates from 2-3% to 53% while streamlining complex compliance inquiries for their technical platform.
At a glance: Secureframe
Secureframe is a leading compliance automation platform that helps businesses streamline and manage security certifications. Powered by its proprietary Comply AI, the platform automates up to 75% of manual compliance tasks, reducing audit timelines and resource demands significantly. With integrations to over 300 tools and enterprise-grade features like Workspaces, Secureframe serves thousands of customers across industries, offering real-time visibility and centralized control.
- Founded: 2020
- Company Size: 200+ employees
- Industry: Security and Compliance SaaS
- Platform: Technical compliance software with 2,000+ tests and complex workflows
- Website: secureframe.com
The Challenge: Improving AI Chatbot Performance and Supporting Complex Technical Inquiries
When Brady Price stepped into the role of Director of Customer Support at Secureframe in early 2024, he was met with a key challenge: their existing AI chatbot was underperforming. With response rates hovering around 2–3%, it struggled to effectively support customers navigating their complex compliance platform.
The challenges were multifaceted:
- Low AI Engagement Rates: The existing AI chatbot had an abysmal 2-3% success rate, leaving customers frustrated and agents overwhelmed
- Complex Technical Platform: As a compliance software with thousands of tests and intricate workflows, customer questions ranged from basic compliance concepts to deeply technical scoping and integration issues
- Limited Support Resources: With 35-40% of daily support activity coming through live chat, the team needed an AI solution that could handle repetitive questions while freeing agents for complex technical work
- Lack of Vendor Support: Their existing provider offered minimal assistance, with only paid support services available without addressing the core functionality issues
Brady knew they needed a specialized AI chatbot provider who understood the nuances of technical support and could deliver measurable results.
The Solution: Why Secureframe Chose Tidio’s Lyro AI
After researching multiple AI chatbot solutions, Secureframe prioritized several key requirements:
- Seamless CRM Integration: Essential for maintaining their existing support workflow and accountability systems
- High Success Rates: Anything above their current 2-3% would be an improvement, but they aimed for 50-60% resolution rates
- Technical Expertise: Ability to handle complex compliance, scoping, and integration questions accurately
- Internal Team Support: Capability to serve as a knowledge base for sales and customer success teams
- Dedicated Support: Access to implementation specialists and ongoing customer success management
Tidio’s Lyro AI stood out for several reasons. Unlike generic enterprise solutions, Tidio specialized exclusively in conversational AI and demonstrated a deep understanding of technical support challenges.
Key differentiators that sealed the decision:
- Proven Track Record: Average resolution rates of 60-70% across Tidio’s customer base
- Unlimited User Access: Unlike competitors charging per seat, Tidio’s pricing allowed the entire team to access the platform
- Comprehensive Onboarding: Dedicated customer success manager and hands-on implementation support
- Flexible Implementation: Quick 2-week basic setup with ongoing optimization capabilities
The Implementation: Rapid Deployment with Expert Guidance
Secureframe’s implementation began in March 2025 with their dedicated Customer Success Manager, leading the technical setup and team training.
Key Implementation Features:
- Gated Access: Chat widget deployed behind customer login for existing users only
- CRM Integration: Seamless ticket creation for complex issues requiring escalation
- Dual Functionality: Customer support for logged-in users plus internal knowledge base
- Comprehensive Training: Panel training for support agents and flows training for automation opportunities
Basic onboarding took about 2 weeks, pretty easy, mostly just trying to anticipate what kind of data I need!
The Results: Dramatic Performance Improvement Across All Metrics
After implementing Lyro AI, Secureframe saw transformational improvements in their customer support operations:
Resolution Rate Success
- +2,000% improvement from previous 2-3% enterprise AI performance
- 59% resolution rate – percentage of conversations where Lyro provided an answer and the visitor either left or hasn’t asked for live agent assistance
- 79% answer rate – percentage of all visitor questions that have been answered by Lyro
This wasn’t just about answering simple FAQs – the team had to handle everything from compliance rules to integration strategies and deep product logic.
Enhanced Customer Experience
- Instant responses to complex compliance questions that previously required human agents
- 24/7 availability for technical inquiries about platform features and compliance concepts
- Consistent accurate information regardless of time of day or agent availability
Internal Team Efficiency
- Faster onboarding for new team members using AI as knowledge base
- Streamlined escalation process with seamless support ticket creation for complex technical issues
The goal right now is to slowly market the new chatbot to more existing customers, increase usage, and eventually do a full live launch. The metrics I hope to achieve by EOY are maintaining 50-60% conversation rate, 70-80% answer rate, and hopefully see meaningful reduction in internal slack Q&As by reminding teams to ask the bot rather than a human.
Future Plans: Scaling AI Across the Organization
Following the successful deployment of Lyro AI for customer support, Secureframe plans to expand usage across multiple business functions:
Customer Support Optimization
- Full customer announcement and promotion to increase adoption rates
- Advanced analytics implementation to identify knowledge gaps and optimize responses
- Automated workflow enhancements using flow triggers for common support scenarios
Internal Knowledge Management
- Company-wide deployment for sales and customer success teams
- Onboarding acceleration using AI as primary training resource for compliance concepts
- Cross-functional efficiency by reducing repetitive questions across departments
Strategic Growth Initiatives
- Data-driven insights from AI interactions to improve product documentation and user experience
- Scalable support model that grows with customer base without proportional staff increases
- Enhanced customer satisfaction through faster, more accurate responses to technical inquiries
By implementing Tidio’s Lyro AI, Secureframe successfully transformed their customer support to a high-performing, scalable solution. The dramatic improvement from 2-3% demonstrates the power of choosing a specialized AI platform over generic enterprise solutions. As they continue to expand usage internally and optimize performance, Secureframe is setting a new standard for technical support excellence in the compliance software industry.
