Tailfin, a UK-based bikepacking equipment manufacturer, revolutionized their customer support experience with Tidio’s Lyro AI, saving nearly 400 hours and efficiently resolving 71% of customer inquiries automatically.
At a glance: Tailfin
Tailfin is a UK-based company founded in 2015 that specializes in high-performance bikepacking equipment. Known for their lightweight, waterproof, and easy-to-use products, they cater to various cycling disciplines including road touring, mountain biking, commuting, and ultra-endurance racing.
- Founded: 2015
- Headquarters: Bristol, England
- Industry: Sporting Goods Manufacturing
- Products: Technical bikepacking equipment including racks, bags, and accessories
- Website: www.tailfin.cc
The Challenge: Managing Growing Support Needs
As Tailfin continued to expand its product line and global customer base, their customer service team faced increasing pressure to deliver timely, accurate responses across multiple channels. The team encountered several key challenges:
- Managing high inquiry volume: As a specialty manufacturer with technical products, customers frequently had detailed questions requiring thoughtful responses
- Providing 24/7 support: Serving a global customer base meant inquiries arrived at all hours, creating challenges for the UK-based team
- Maintaining response speed: Customers expected quick answers to pre-purchase questions and order status inquiries
- Ensuring consistency: With various team members handling support, maintaining consistent messaging was difficult
- Balancing efficiency and quality: The team needed to handle routine inquiries efficiently while dedicating appropriate time to complex technical questions
The Solution: Implementing Tidio with Lyro AI
After evaluating various support solutions, Tailfin deployed Tidio’s platform with Lyro AI to enhance their customer service capabilities:
- Comprehensive knowledge base: Tailfin added 1,809 articles to Lyro’s knowledge base, enabling the AI to answer a wide range of product-specific questions
- AI-powered conversations: Lyro was configured to handle routine inquiries including order tracking, product specifications, and common troubleshooting
- Seamless handoff workflows: Custom automation ensured smooth transitions between AI and human agents when more complex assistance was needed
- WooCommerce integration: Special integration with their e-commerce platform allowed customers to check order status directly through the chat interface
The Results: Measurable Efficiency with Enhanced Customer Experience
Tailfin quickly realized significant benefits after implementing Tidio with Lyro AI:
- 71% AI Resolution Rate: Lyro successfully resolved 71% of all customer inquiries without human intervention
- 395.5 Hours Saved: In just 30 days, the AI solution saved Tailfin’s team nearly 400 hours of support time
- 37% Bot Engagement Rate: More than a third of customers actively engaged with the problem-solving bots
- Consistent 24/7 Support: Customers received immediate, accurate responses regardless of time zone or business hours
- Enhanced Team Focus: Support staff could dedicate more time to complex technical inquiries and high-value customer interactions
Implementation Highlights: Customization for Maximum Effect
Tailfin worked closely with Tidio’s customer success team to tailor the solution to their specific needs:
- Custom handoff automation: Created specialized flows that automatically informed customers when human agents weren’t immediately available, ensuring no inquiry went unanswered
- WooCommerce integration: Developed a custom solution allowing customers to check order status directly through chat with personalized status messages
- Specific operating hours: Configured the system to accurately reflect when human agents were available, with automatic AI handling during off-hours
- Knowledge base optimization: Regularly reviewed and refined suggested answers based on customer inquiries to continuously improve AI performance
Future Plans: Expanding AI Capabilities
Following their success with Tidio’s Lyro AI, Tailfin is exploring additional ways to enhance their customer experience:
- Enhanced order tracking: Developing more detailed integration between their order management system and Tidio to provide customers with comprehensive status information
- Continuous knowledge expansion: Committed to regularly updating Lyro’s knowledge base as new products are released and common questions emerge
By implementing Tidio with Lyro AI, Tailfin has successfully transformed their customer support operations, creating a scalable system that balances efficiency with the personalized assistance their specialty products require. As they continue to grow globally, this AI-powered solution provides a foundation for delivering exceptional customer experiences while managing support costs effectively.
