Company size: 60+ employees
Industry: Ecommerce, personal care
Country of operation: Poland
Sales channels: Online store, retail locations across Poland
Tidio products used: Lyro AI Agent, Shopping Assistant, Live Chat
Traffic volume: ~10k a month
Retail locations in Poland: hundreds of retail locations across the country
Monthly number of tickets: 2,500+
Previous tool: Gorgias
Website: yourkaya.pl
Problem: scaling ecommerce support with fragmented tools
Your KAYA is one of Poland’s fastest-growing ecommerce brands in the personal care space, known for its eco-friendly products and strong focus on customer experience. Founded in 2017, the brand serves a large and growing customer base across Poland and other European markets, handling thousands of monthly support conversations.
As Your KAYA grew into a large ecommerce operation, customer support volume increased alongside traffic, orders, and product complexity. The team was managing thousands of conversations each month across email, website chat, and social channels, all while trying to maintain the brand’s high standard of care.
Their existing setup with Gorgias made this increasingly difficult. Communication was fragmented, automation was limited, and customer data lived in multiple places. Support consultants spent a large portion of their time answering repetitive questions instead of focusing on more complex cases.
On top of that, engaging anonymous visitors on the website was a challenge, especially when customers browsed products but left before reaching out or completing a purchase.
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 needed a solution that would automate these tasks and allow our team to focus on more complex and urgent cases.
Solution: migrating from Gorgias to Tidio’s unified AI-powered support setup
Your KAYA moved from Gorgias to Tidio to automate repetitive support inquiries and create more space for their consultants to focus on higher-value, personalized interactions.
The migration was planned and guided step by step. Tidio’s Customer Success team worked closely with Your KAYA to make the switch under 14 days without extra migration costs or downtime, helping set up workflows and onboard the team quickly.
Lyro AI became the core of the new setup. Trained on an extensive knowledge base of over 300 articles, Lyro began handling customer questions across live chat, email, and social channels in natural language. This included multilingual support for Polish and English, allowing Lyro to automatically adapt its responses based on the user’s language and browser settings.
By implementing Lyro AI, we automated responses to simple, frequently asked questions. This improved response times and freed up our consultants to dedicate their expertise to cases that require a more personalized approach.
Lyro’s shopping assistant in action
On top of customer service, Your KAYA uses Lyro’s Shopping Assistant to help customers explore its wide range of natural personal care products and find the ones that suit them best.
Lyro is trained on Your KAYA’s full product catalogue, including body creams, cleansing gels, oils, serums, and other skincare and body care items made with gentle, eco-friendly ingredients. When visitors ask questions about a product or describe the kind of results they want, the Shopping Assistant can offer recommendations right in the conversation.
For example, someone browsing body care might ask about options for dry skin and receive suggestions for deeply moisturizing body creams or nourishing oils. When it makes sense, Lyro can follow up with suggestions that fit well together, guiding the customer toward a more complete self-care routine.
Helping customers in this way makes the shopping experience smoother and more confident, which can lead to larger orders. At the same time, it frees up the customer care team to focus on questions that really need personal attention.
The Shopping Assistant works across languages as well, responding in Polish or English depending on the visitor, which is especially valuable for international traffic.
Results: measurable impact at scale
After migrating from Gorgias to Tidio and rolling out Lyro AI, Your KAYA saw clear improvements across data visibility and customer experience:
| Metric | Result |
| Ticket automation | 75% handled by Lyro |
| Monthly tickets handled | 2,500+ |
| Knowledge base size | 330+ articles |
| Bot engagement rate | Up to 4.66% |
Support consultants now spend less time on repetitive questions and more time on cases that require context or empathy. At the same time, customers receive quicker and more consistent responses across all channels.
Thanks to Tidio and Lyro AI, our Customer Care team works more efficiently, and our customers receive faster, more accurate support.
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
Combining AI automation with ecommerce workflows
Your KAYA’s experience shows how AI can support a growing ecommerce business without forcing teams to change the way they work. After switching from Gorgias to Lyro AI, customer conversations moved into one place. Also, repetitive questions were handled automatically, while shoppers received help while deciding which products to buy.
This setup made everyday support easier to manage and helped customers move forward with more confidence during product discovery. At the same time, the customer care team could stay focused on cases that needed human input, without getting slowed down by routine questions.
Looking to automate customer support and guide shoppers more effectively?
Discover how Tidio’s Lyro AI helps ecommerce teams handle more conversations while keeping the shopping experience clear and personal.
