The prestigious online fiction writing school leverages Lyro AI across Instagram, Facebook, and web channels to nurture aspiring authors while streamlining student support operations.
At a glance: The Novelry
The Novelry is a highly regarded online fiction writing school founded in 2017 by Booker Prize-listed author Louise Dean. Operating globally with offices in New York (USA) and London (UK), The Novelry has established itself as a professional pathway for aspiring novelists, combining world-class teaching, vibrant community building, and direct publishing opportunities.
- Learn more at: thenovelry.com
- Founded: 2017
- Founder: Louise Dean (Booker Prize–listed author)
- Industry: Online Education (Creative Writing)
- Locations: New York, USA and London, UK
- Mission: Bringing new voices to the world of fiction, nurturing raw creative talent, and discovering powerful page-turning stories
- Services: Step-by-step novel courses, one-on-one coaching, editorial feedback, and online writing community
- Notable Achievement: Launched The Next Big Story competition in 2025 with a $100,000 prize
The Challenge: Managing Multi-Channel Student Inquiries While Maintaining Personal Touch
As The Novelry continued to grow its global community of aspiring authors, the school faced increasing demands across multiple communication channels. With students reaching out through their website, Instagram, and Facebook with questions about courses, writing guidance, and community support, several challenges emerged:
- Multi-Channel Complexity: Students were engaging across various platforms, making it difficult to provide consistent, timely responses everywhere
- Repetitive Inquiries: Many questions about course structures, enrollment processes, and basic writing guidance were repetitive, consuming valuable time from expert coaches
- Scaling Personal Attention: As a premium educational service, The Novelry needed to maintain their reputation for personalized attention while handling growing inquiry volumes
- Converting Visitors: The Novelry needed to effectively guide visitors toward their “6 Free Lessons to Get You Started” offering to convert casual browsers into engaged prospective students
The Novelry needed an intelligent solution that could handle routine inquiries across all channels while preserving the personal, supportive atmosphere that makes their community special.
The Solution: Why The Novelry Chose Tidio’s Lyro AI Platform
When evaluating AI-powered student support solutions, The Novelry prioritized several key factors:
- Multi-Channel Integration: Seamless operation across website widget, Instagram, and Facebook
- Advanced Customization: Ability to brand the AI experience to match their premium, literary-focused identity
- Multilingual Support: Serving their global student community effectively
- Departmental Routing: Directing complex inquiries to appropriate specialists when needed
- Expert Guidance: Professional support for automation setup to maximize AI effectiveness
After careful evaluation, The Novelry selected Tidio+ for its comprehensive feature set and dedicated support for automation configuration. They customized their AI agent with the name “Nora” to create a more personal, literary touch that aligns with their creative community. The platform’s ability to handle the nuanced needs of creative education while maintaining the school’s high standards made it the perfect fit.
The Results: Exceptional AI Performance Across All Channels
Since implementing Lyro AI, The Novelry has achieved remarkable results in student engagement and operational efficiency:
- 86% AI Resolution Rate: Lyro successfully handles the vast majority of student inquiries without human intervention, allowing coaches to focus on high-value creative guidance
- Multi-Channel Excellence: Students receive consistent, high-quality support whether they reach out via website, Instagram, or Facebook
- 27.54% Sales Bot Engagement: The increase sales automation demonstrates exceptional performance in nurturing prospects through the decision-making process
- 9.6% Lead Generation Bot Engagement: Strong performance in identifying and qualifying potential students interested in The Novelry’s premium courses
The Implementation: Maximizing Tidio+ Features for Global Creative Education
The Novelry’s upgrade to Tidio+ was driven by specific operational needs that align perfectly with their global creative education mission:
Complete Customization Control: By accessing all customization features, The Novelry was able to rebrand their AI agent as “Nora” and ensure the entire chat experience reflected their premium literary brand identity.
Multilingual Support: With students from around the world, the multilanguage capabilities allow The Novelry to serve their diverse international community effectively, breaking down language barriers that might prevent aspiring writers from accessing their courses.
Department Routing: The departmental features ensure that inquiries are directed to the right specialists – whether students need course guidance, technical support, or creative coaching advice.
Expert Automation Guidance: Most importantly, The Novelry received dedicated support to set up their automations optimally, ensuring Nora could handle the full spectrum of student conversations across all channels while maintaining the school’s high standards for student care.
This comprehensive approach has enabled The Novelry to maintain their reputation for personalized attention while efficiently scaling their student support operations globally.
Ready to transform your customer engagement like The Novelry? Discover how Tidio’s AI-powered platform can help your business achieve exceptional results across all channels.
