70% resolved by Lyro. No new hires.

Jiffy.com is the #1 US online reseller of blank imprintable clothing. As it added custom transfers and on-demand printing, Lyro took on 70% of customer inquiries without human intervention — and the support team stayed the same size.

Jiffy.com Transforms Customer Experience with Tidio’s Lyro AI, Achieving 70% Resolution Rate

70%
of inquiries resolved by Lyro without human intervention
3.3%
of website visitors engaging with Lyro
7,700
knowledge articles added to Lyro's database

Company profilejiffy.com

Industry: Ecommerce
Location: United States
Monthly traffic: 357K

Platform: Magento
Support team: 42 agents

Every new product line brought new questions

Jiffy.com has spent over a decade selling blank imprintable clothing to creators, makers, and entrepreneurs. The catalog then grew to include custom transfers and on-demand printed products under the "Jiffy Made" service.

Each category carried its own questions: fabric and sizing for blank apparel, design specifications for custom printing. Customers nationwide expected help outside business hours, and the support team's resources were already limited.

“We've been able to offer comprehensive support across our growing product lines without significantly expanding our team. Tidio's Lyro AI has been a game-changer for us, handling over half of all customer inquiries automatically while maintaining the personalized service our customers expect.”

Peter Brogno · Sr. Director of Customer Support, Jiffy.com

Zendesk stayed. Lyro took the front line.

Jiffy.com evaluated several options and chose Lyro for its ability to resolve inquiries without human intervention. It integrated with the existing Zendesk system, and the team shaped it around their own product lines.

Lyro integrates with the existing Zendesk system
01
More than 7,700 knowledge articles added to train Lyro
02
Custom conversation flows built per product line
03
Pre-chat bots guide visitors through common scenarios
04
Routine questions to Lyro, complex needs to the team
05
Training continues as product knowledge grows
06

What changed day to day

Most questions never reach a person
Within weeks Lyro hit a 70% resolution rate, handling more than half of all customer inquiries automatically across every product line.
More visitors start a conversation
3.3% of website visitors now interact with Lyro, and 1.04% engage with the pre-chat bots that route them into the right flow.
A small team works on hard cases
With routine questions answered automatically, the team spends its time on complex customer needs instead of repeating product basics.
New lines, same headcount
Support now covers custom transfers and "Jiffy Made" printing alongside blank apparel, without expanding the team to match.

Jiffy.com grew its catalog without growing its support team.

Next, Lyro is being trained to make product recommendations and guide customers through the "Jiffy Made" design process. Jiffy.com is also working with Tidio to put Lyro into Zendesk Tickets for Emails, and aims to push resolution above 70%.

Jiffy.com, the #1 US online reseller of blank imprintable clothing, elevated their customer service by implementing Tidio’s Lyro AI, handling over half of all customer inquiries automatically across their expanding product lines.

At a glance: Jiffy.com

Jiffy.com specializes in blank imprintable clothing for creators, makers, and entrepreneurs. With over a decade in the industry, they’ve expanded from selling blank apparel to offering custom transfers and on-demand custom printed products through their “Jiffy Made” service.

Industry: Blank apparel e-commerce
Country of Operation: United States

The Challenge: Scaling Support With Limited Resources

When Jiffy.com expanded their product offerings beyond basic blank apparel to include custom transfers and “Jiffy Made” custom-printed products, their customer support needs grew dramatically.

Each new product category brought unique customer questions—from fabric details and sizing for blank apparel to design specifications for custom printing. As an e-commerce business serving creators nationwide, customers expected assistance outside traditional business hours, further straining their limited resources.

We were at a critical juncture. As we continued to grow, we needed a solution that could scale with us while maintaining the personalized service our customers expect.

— Peter Brogno, Sr. Director of Customer Support at Jiffy.com

The Solution: Tidio’s Lyro AI Assistant

After evaluating several options, Jiffy.com selected Tidio’s Lyro AI for its ability to understand and resolve customer inquiries without human intervention. The platform integrated seamlessly with their existing Zendesk system while providing the flexibility to create custom conversation flows specific to their diverse product lines.

The ability to continuously improve the AI's understanding of our business was a major selling point. We could train Lyro on our extensive product knowledge and refine it over time.

— Peter Brogno, Sr. Director of Customer Support at Jiffy.com

Implementation began with an extensive knowledge transfer, adding 6,940 articles to train Lyro since September. The team built custom conversation flows tailored to their business needs, creating intuitive pathways to guide customers through common scenarios. These carefully designed flows have proven effective, with 1.04% of website visitors engaging with pre-chat bots.

The Results: Dramatic Efficiency Improvements

The impact was both immediate and substantial. Within weeks, Jiffy.com achieved a 70% AI resolution rate—more than half of all customer inquiries now resolved without human intervention. Customer engagement increased significantly, with 3.3% of website visitors interacting with Lyro.

Key achievements include:

70% resolution rate through Lyro AI without human intervention
3.3% of visitors engaging with the AI assistant
1.04% contact-to-visit ratio through optimized pre-chat flows
More than 7,700 knowledge articles added to Lyro’s database

These efficiency gains have been transformative for their small team, allowing them to focus on complex customer needs while Lyro handles routine questions across all product lines.

Tidio's Lyro AI has been a game-changer for us. We've been able to offer comprehensive support across our growing product lines without expanding our team.

— Peter Brogno, Sr. Director of Customer Support at Jiffy.com

Future Plans: Expanding AI Capabilities

Building on this success, Jiffy.com is now focused on training Lyro to make intelligent product recommendations and guide customers through the “Jiffy Made” custom design process. They’re also working with Tidio to implement Lyro in Zendesk Tickets for Emails, extending AI capabilities to email-based customer service.

Through these initiatives, Jiffy aims to increase Lyro’s resolution rate above 70% while maintaining exceptional customer satisfaction. With Tidio’s platform as the foundation of their customer experience strategy, they’re well-positioned to continue scaling efficiently while delivering the outstanding service that has made them an industry leader.

We've been able to offer comprehensive support across our growing product lines without significantly expanding our team. Tidio's Lyro AI has been a game-changer for us, handling over half of all customer inquiries automatically while maintaining the personalized service our customers expect.

— Peter Brogno, Sr. Director of Customer Support at Jiffy.com