Renovate Direct Boosts Support Efficiency by 27% with Tidio’s Lyro AI
27%
boost in overall support efficiency
69%
resolution rate achieved (up from 42%)
- Location: United Kingdom
- Industry: Ecommerce
- Use case: AI was deployed to automatically classify and route customer support tickets, reducing manual work and improving inquiry handling across multiple channels.
- Used products: AI Agent
- Website: www.renovatedirect.co.uk/
Renovate Direct streamlined customer support operations with Tidio’s Lyro AI, increasing resolution rates from 42% to 69% while efficiently categorizing and managing customer inquiries across multiple channels.
At a glance: Renovate Direct
Renovate Direct is a specialized e-commerce retailer in the floor and wall coverings industry, offering a wide range of flooring solutions including laminate, luxury vinyl, and real wood options. Their extensive product lines feature attributes like waterproofing, scratch resistance, and built-in underlay, with a core emphasis on affordability, sustainability, and design innovation.
- Industry: Floor and wall coverings
- Products: Laminate, luxury vinyl, and real wood flooring solutions
- Customer Experience Focus: Free XL samples, express delivery options, and flexible payment methods
- Support Challenges: Manual ticket tagging, inefficient categorization, and difficulty tracking inquiry types
The Challenge: Scaling Support Operations While Improving Customer Experience
Renovate Direct’s e-commerce growth created several critical support challenges:
- Inefficient Ticket Classification: Support agents were manually tagging incoming tickets as “damages,” “failed delivery,” or “ongoing issues,” creating extra work and potential for inconsistency
- Inability to Categorize by Intent: Agents struggled to efficiently identify and route ticket types based on customer intent
- Workflow Management Issues: The team had limited ability to effectively prioritize issues or assign specialized agents to specific inquiry types
- Resource Allocation Challenges: Support supervisors couldn’t easily identify patterns in customer inquiries to optimize staffing or training
The company needed a solution that could automatically classify tickets, improve workflow efficiency, and provide better insights into customer contact patterns.
The Solution: Tidio’s Customer Service AI Platform with Lyro and Helpdesk Ticketing
Renovate Direct implemented Tidio’s AI-powered platform featuring Lyro, which provided:
- AI-Powered Intent Recognition: Automatically analyzed the full content of incoming tickets to identify customer intent
- Intelligent Ticket Routing: Directed inquiries to appropriate agents based on specialized knowledge areas
- Knowledge Base Integration: Connected 3,912 articles to Lyro’s knowledge base to ensure consistent, accurate responses
- Multi-Channel Support: Provided AI assistance across email, chat, and social media platforms
- AI Copilot for Agents: Offered agents AI-generated response suggestions while maintaining human oversight
The Result: A More Efficient, Scalable Support System
With Tidio’s AI platform in place, Renovate Direct now handles customer inquiries faster, smarter, and with less manual effort. Automated ticket classification and intent detection have removed repetitive tasks, while intelligent routing ensures the right agent handles the right issue. Backed by a robust knowledge base and AI Copilot, the support team is better equipped to manage growing demand and deliver a consistently high level of service.