75% automated. 450 leads. Call center intact.

Problem: growing demand and an overloaded call center

Bella Santé has been offering spa and med spa services since 1996. Over the years, the brand has grown into one of the most recognized and awarded day spas in the Greater Boston area, combining medical treatments with a luxury spa experience.

As the business expanded, customer demand increased as well. Most customer inquiries were handled through a traditional call center, which became difficult to scale, especially during periods of staff shortages and peak demand.

Key challenges included:

• High call volumes that the team could not always handle in real time

• Guests looking for quick answers without calling the spa

• Growing pressure on customer service representatives

• A need to modernize the customer experience without replacing the call center

Guests today don’t always want to call and speak to someone when they just have a simple question. They’d rather try to find the answer on the website by themselves or by using live chat.

— Jackelyn Dacanay, Marketing Director at Bella Santé

Solution: AI agent layered on top of the call center

To modernize customer service and reduce pressure on phone support, Bella Santé decided to add live chat and AI chatbots to their website. After researching multiple tools and comparing features and reviews, the team chose Tidio.

Ease of use played a major role in the decision. The platform was intuitive, quick to learn, and offered both live chat and AI automation without disrupting existing processes.

Rather than replacing their call center, Bella Santé added Tidio on top of it. Lyro AI handles routine questions and service inquiries in real time, while human agents step in when personal assistance is needed.

Key requirements included:

• Automated answers to common customer questions

• A smooth live chat experience for guests

• Easy setup and ongoing management

• Tools that support both customer service and sales

Automating customer service requests

Using Lyro AI, Bella Santé automated a large share of incoming customer inquiries through live chat.

Lyro was trained using hundreds of questions pulled directly from the spa’s FAQ pages, along with custom question-and-answer pairs added by the team. Over time, the AI continued learning from real conversations.

I love the data and the self-learning aspect of Lyro. We’ve been able to pull hundreds of questions from our FAQ and continue to have Lyro learn from that information.

— Jackelyn Dacanay, Marketing Director at Bella Santé

As a result:

• Around 75% of live chat questions are handled automatically

• The remaining conversations are transferred to human operators

• Customers receive instant answers without waiting on the phone

• Call center queues are significantly reduced

Lyro Shopping Assistant that finds the perfect product every time

Bella Santé uses Lyro’s Shopping Assistant to help guests choose the right services and packages.

The Shopping Assistant is connected to the spa’s service offerings and can recommend relevant options whenever a visitor asks about treatments or needs help deciding. This includes suggesting bundled experiences such as massage packages, facials, or combined spa and med spa services.

Lyro supports guests by:

• Recommending treatments based on the visitor’s questions and intent

• Suggesting service bundles aligned with skincare or wellness goals

• Helping guests compare options when choosing between treatments

• Responding in real time, without staff involvement

Because the Shopping Assistant understands which page a visitor is currently viewing, it can tailor recommendations to the specific service or package being browsed. This keeps conversations natural and helps guests move forward with confidence.

By guiding guests toward the right services early in the decision process, Bella Santé creates a smoother booking experience while allowing staff to focus on in-spa care instead of answering repetitive questions online.

I think that linking to the product page but also adding an image and text helped us exponentially during the holiday season. We have really strong website traffic, so it’s really building off of that. I do think that Tidio contributed a lot to our holiday sales.

— Jackelyn Dacanay, Marketing Director at Bella Santé

Boosting lead generation through live chat

To start a chat on Bella Santé’s website, visitors are asked to enter their name and email address. This simple step helped turn support conversations into a consistent source of new leads.

Within six months, Bella Santé collected more than 450 new leads using Tidio’s pre-chat surveys.

These leads are later used for:

• Follow-up sales communication

• Newsletters and promotions

• Targeted offers designed to convert interest into bookings

I think the data and the AI feature were the two things that sold me, even more than the ease of use. It really works together as a complete package.

— Jackelyn Dacanay, Marketing Director at Bella Santé

Results: measurable impact on customer service and revenue

After rolling out Lyro AI and live chat, Bella Santé saw clear improvements across customer service efficiency, lead generation, and revenue support:

These results helped reduce pressure on the call center while turning website conversations into a reliable source of leads and bookings. Lyro handled repetitive questions automatically and supported guests throughout the decision-making process.

Personalized experiences from first visit to final booking

Personalized service has always been central to Bella Santé’s brand, and that experience now begins online.

Lyro helps ensure guests feel supported as soon as they arrive on the website. When a visitor hesitates or needs guidance, AI can step in immediately. Human agents can then join the conversation at the right moment, especially when a guest is close to making a booking or needs reassurance.

This balance between automation and human support allows Bella Santé to deliver thoughtful, individual experiences at scale, without overwhelming the team.

Interested in boosting leads and guiding customers to the right services automatically?

Discover how Tidio’s Lyro AI can help you modernize customer service and create more personalized experiences on your website.