Your KAYA, a Polish eco-friendly personal care brand, transformed their customer service with Tidio’s Lyro AI, achieving a 75% resolution rate and successfully unifying multiple communication channels.
At a glance: Your KAYA
Your KAYA is a Polish company operating in the personal care industry, specializing in natural and eco-friendly products for intimate hygiene, menstruation, skincare, and wellness. Founded in 2017 by Kaja Rybicka and Marek Gut, the company has built a strong presence in the European market with their commitment to sustainable, body-friendly products.
- Industry: Personal Care (Natural & Eco-friendly Products)
- Country of Operation: Poland
- Channels Integrated with Tidio: Website Widget, Email, Facebook, Domain
- Website: yourkaya.pl
The Challenge: Transitioning from Gorgias and Unifying Customer Service
Your KAYA faced several key challenges that prompted them to reevaluate their customer service technology:
- Fragmented Communication Channels: Managing customer inquiries across multiple platforms (website, email, Facebook) created inconsistencies in service delivery
- Limited Automation Capabilities: Their previous solution, Gorgias, couldn’t effectively handle routine inquiries, putting pressure on their customer service team
- Data Fragmentation: Critical customer interaction data was scattered across different systems, making it difficult to derive actionable insights
- Anonymous Visitor Engagement: They struggled to effectively engage with website visitors who hadn’t yet provided their contact information
The team needed a comprehensive solution that could seamlessly unify their communication channels while providing powerful automation capabilities to handle routine inquiries.
At Your KAYA, delivering exceptional customer service has always been one of our top priorities. As we grew, we noticed that our Customer Care consultants were spending a significant amount of time handling repetitive inquiries. We realized we needed a solution that would automate these routine tasks, allowing our team to focus on more complex and urgent customer issues.
The Solution: Why Your KAYA chose Tidio’s Lyro AI
After evaluating various customer service platforms, Your KAYA selected Tidio primarily for its:
- Unified Omnichannel Experience: Tidio provided a centralized hub for managing all customer communications across website chat, email, and Facebook
- Powerful AI Capabilities: Lyro AI offered sophisticated automation that could understand and respond to customer inquiries in natural language
- Comprehensive Knowledge Base Integration: The ability to build an extensive knowledge base (329 articles) to train Lyro AI ensured consistent and accurate responses
- Rich Analytics: Detailed insights into customer service performance metrics helped the team optimize their approach
- Smooth Transition from Gorgias: Your KAYA served as a test case to demonstrate how easy and smooth the transition from Gorgias to Tidio could be
The implementation process focused on building a comprehensive knowledge base to train Lyro AI, setting up integrated channels, and configuring workflows to maximize automation efficiency.
By implementing Lyro AI from Tidio, we were able to automate responses to simple, frequently asked questions. This not only improved our response times but also freed up our consultants to dedicate their expertise to cases that require a more personalized approach.
The Results: Measurable improvements across key metrics
After implementing Tidio’s Lyro AI platform, Your KAYA experienced significant improvements in their customer service operations:
- 75% Lyro Resolution Rate: Lyro AI successfully resolves 75% of all customer inquiries without human intervention
- Unified Communication Channels: Successfully integrated website widget, email, Facebook, and domain communications into a single platform
- Comprehensive Knowledge Base: Built and maintained 331 knowledge base articles to continually improve Lyro’s accuracy and capabilities
- Efficient Ticket Management: Handling 2,500+ tickets within a 30-day period with improved efficiency
- Enhanced Customer Engagement: Achieved a 4.66% engagement rate for the “Solve Problems” bot and a 0.74% engagement rate for the “Increase Sales” bot
Thanks to Tidio and Lyro AI, our Customer Care team can now work more efficiently, and our customers receive faster, more accurate support. We’re excited to keep building on this foundation and further enhance the way we connect with and support our community.
Additional Value: Expanding Beyond Customer Service
Beyond basic customer service, Your KAYA also discovered valuable additional capabilities in Tidio’s platform:
- E-commerce Integration: The ability to track user behavior on their Shopify store and trigger personalized recommendations through Tidio’s flows
- Anonymous Visitor Engagement: Tools to interact with website visitors even before they’ve identified themselves or made a purchase
- Data Analytics: Advanced reporting capabilities through Tidio’s API that enabled the team to extract and analyze customer interaction data
- Cross-departmental Insights: The ability to tag and categorize customer inquiries provided valuable feedback to multiple departments including Customer Care, E-commerce, and New Product Development
One of the key benefits we’ve seen is the ability to gather and analyze data from customer interactions. The insights collected in the system help us identify trends, understand our customers’ needs, and share valuable feedback with other departments. This ongoing process enables us to continuously improve our products and create an even better customer experience.
Future Plans: Expanding AI Integration and Personalization
Based on their initial success, Your KAYA is planning to further leverage Tidio’s capabilities by:
- Enhancing Personalization: Using customer data to deliver more personalized product recommendations and support
- Expanding Lyro’s Knowledge Base: Continuously improving Lyro’s capabilities by adding more training data and refining responses
- Implementing Advanced Flow Scenarios: Developing sophisticated engagement flows based on customer behavior patterns
- Data Integration Improvements: Exploring possibilities for two-way data synchronization between Tidio and their analytics platforms
For Your KAYA, Tidio’s Lyro AI has proven to be a transformative solution that not only improved their customer service efficiency but also provided valuable insights that help drive strategic business decisions across multiple departments.
