The Muzzle Movement streamlined customer support with Lyro AI and ticketing, handling over 1,200 monthly tickets and achieving 74% resolution rate and achieving 90.91% engagement with lead generation bots.
At a glance: The Muzzle Movement
The Muzzle Movement is an innovative pet products company founded in April 2022 by Clara Hewson. The brand specializes in designing and manufacturing comfortable, stylish, and ethical dog muzzles that aim to change public perceptions of muzzled dogs. With a commitment to both functionality and aesthetics, The Muzzle Movement offers dog-friendly muzzles that prioritize animal welfare while maintaining a modern, approachable design.
- Industry: Pet Products
- Founded: April 2022
- Specialization: Ethical dog muzzles
- Monthly Support Volume: 1,200+ tickets
- Website: www.themuzzlemovement.com
The Challenge: Scaling Customer Support for a Growing Pet Brand
As a relatively new but rapidly growing company in the pet industry, The Muzzle Movement faced several critical challenges in their customer support operations:
- Increasing Ticket Volume: With growing popularity, the team was experiencing a surge in customer inquiries about products, shipping, and order modifications.
- Knowledge Management: Ensuring consistent and accurate responses across all customer touchpoints required a comprehensive knowledge base.
- Resource Allocation: The team needed to focus on product development and brand growth while maintaining excellent customer service.
- Lead Generation: Capturing and qualifying potential customers efficiently was essential for sustainable growth.
The Muzzle Movement needed a solution that could handle routine inquiries efficiently while ensuring their human team could focus on more complex customer needs and strategic business development.
The Solution: Implementing Tidio’s Lyro AI Across Customer Touchpoints
The Muzzle Movement chose Tidio’s AI-powered platform to revolutionize their customer support strategy. The implementation included:
- Lyro AI for Ticket Resolution: Deploying Lyro to autonomously handle and resolve customer support tickets.
- Comprehensive Knowledge Base: Building an extensive knowledge library with 523 articles to empower Lyro with company-specific information.
- Multi-Bot Strategy: Implementing specialized bots for different purposes:
- Problem-solving bots for customer support
- Sales-focused bots for revenue generation
- Lead generation bots to capture potential customer information
- Pre-Chat Engagement: Using pre-chat bots to engage website visitors and direct them to appropriate resources.
The Muzzle Movement worked collaboratively with Tidio, providing feedback on the system’s performance and identifying areas for improvement, such as ticket assignment and handling of specific customer requests like address changes.
The Results: Impressive Metrics Across Support Operations
After implementing Tidio’s Lyro AI, The Muzzle Movement experienced significant improvements in their customer support operations:
- 74% AI Resolution Rate: Introducing Lyro on tickets.
- Exceptional Lead Generation: 90.91% engagement rate with lead generation bots, significantly expanding their potential customer base.
- Effective Problem Solving: 22.42% engagement rate with problem-solving bots, efficiently addressing customer concerns.
- Sales Growth Opportunities: 5.93% engagement rate with sales-focused bots, creating new revenue streams.
- Website Visitor Engagement: 0.87% of website visitors engaged with pre-chat bots, improving overall site interaction.
Continuous Improvement: Collaborating for Better Performance
The Muzzle Movement’s experience highlights the importance of ongoing collaboration between AI providers and businesses. The company has been actively providing feedback on specific challenges.
Tidio has been responsive to this feedback, making improvements to the ticket counter functionality and continuing to refine Lyro’s response capabilities. This collaborative approach ensures that the AI system continues to evolve to meet The Muzzle Movement’s specific needs.
Future Plans: Expanding AI Capabilities
Building on their success with Tidio’s Lyro AI, The Muzzle Movement plans to:
- Enhance AI Training: Further expand their knowledge base beyond the current 523 articles to improve Lyro’s response accuracy.
- Refine Automation Workflows: Develop more sophisticated pathways for different customer inquiry types.
By embracing Tidio’s AI-powered platform, The Muzzle Movement has positioned itself for scalable growth while maintaining high-quality customer support. As they continue to refine their implementation and provide valuable feedback, both the company and Tidio’s platform will evolve together, setting new standards for AI-assisted customer service in the pet products industry.
