27% to 68%. 605 articles. Same small team.

NUU Mobile revolutionized their customer engagement strategy with Tidio’s Lyro AI, increasing resolution rates from 27% to 68% while building a comprehensive knowledge base of over 600 articles.

At a glance: NUU Mobile

NUU Mobile is a growing consumer electronics company specializing in affordable Android smartphones and accessories. Founded in 2012, the company focuses on making 5G technology accessible to budget-conscious consumers across global markets.

• Industry: Consumer Electronics

• Countries of Operation: Global presence with headquarters in Irving, Texas, and offices in Hong Kong, London, and Dubai

• Product Offering: Affordable unlocked Android smartphones including their flagship 5G phone, the B30 Pro

The Challenge: Scaling Customer Support for a Global Audience

As a growing smartphone manufacturer with a global customer base, NUU Mobile faced several critical challenges in their customer support operations:

• Resource Limitations: With a small team supporting customers across multiple time zones, NUU Mobile needed to maximize efficiency

• Scaling Support Without Sacrificing Quality: As NUU Mobile’s global customer base grew, delivering timely, consistent service became increasingly challenging

NUU Mobile needed a solution that could scale their support capabilities, improve resolution rates, and build a comprehensive knowledge base while maintaining their commitment to affordable, high-quality customer service.

The Solution: Implementing Tidio’s Lyro AI for Intelligent Customer Support

After evaluating various options, NUU Mobile chose Tidio’s Lyro AI Agent to transform their customer support strategy. The implementation focused on:

• Building a Comprehensive Knowledge Base: Expanding from fewer than 50 articles to over 600, creating a robust foundation for the AI to draw from

• Implementing Intelligent Flows: Creating customer journeys that effectively routed inquiries to either Lyro AI or human agents when necessary

• 24/7 Support Availability: Ensuring customers could get assistance regardless of time zone or business hours

• Data-Driven Optimization: Using detailed analytics to continuously refine the AI’s responses and knowledge base

The implementation was carefully tracked with custom reporting to measure precise metrics like resolution rates, handoffs between AI and human agents, and overall conversation flows.

The Results: Dramatic Improvements in Resolution and Efficiency

After implementing Tidio’s Lyro AI, NUU Mobile experienced significant improvements across all key support metrics:

• 152% Increase in Resolution Rate: The resolution rate jumped from 27% in June to 68% in recent months

• 1,110% Growth in Knowledge Base: The knowledge base expanded from fewer than 50 articles to 605 articles, creating a robust foundation for AI responses

• 8.79% Bot Engagement Rate: Customers actively engaged with the solution, with nearly 9% of visitors interacting with the problem-solving bot

The Implementation Process: A Strategic Approach

NUU Mobile took a methodical approach to implementing Tidio’s Lyro AI:

1. Knowledge Base Development: The team prioritized expanding their knowledge base from fewer than 50 articles to over 600, focusing on the most common customer inquiries

2. Flow Design and Optimization: Customer conversation flows were strategically designed to ensure seamless transitions between automated and human support

3. Analytics Integration: Custom reporting was implemented to track specific metrics like Lyro handoffs, operator interventions, and resolution rates

4. Continuous Refinement: Based on the analytics, the team regularly refined the knowledge base and conversation flows to improve performance

The results showed in the analytics, with 64% of customers who engaged with Lyro finding their answers without needing human intervention, while 36% were seamlessly transitioned to human agents when necessary.

Future Plans: Expanding AI Capabilities

Following their success with Lyro AI, NUU Mobile is exploring several expansions of their AI customer support strategy:

• Expanding Knowledge Base: Continuing to grow beyond 600 articles to cover an even broader range of customer inquiries

• Multi-Channel Support: Implementing Lyro AI across additional customer touchpoints to provide consistent support experiences

• Predictive Support: Using conversation data to anticipate customer needs and proactively offer solutions

With Tidio’s Lyro AI as a foundation, NUU Mobile is well-positioned to continue scaling their customer support capabilities while maintaining their commitment to affordability and accessibility in the smartphone market.

Key Takeaways: The Impact of AI on Customer Support

NUU Mobile’s implementation of Tidio’s Lyro AI demonstrates how artificial intelligence can transform customer support operations:

• Resolution rates can more than double with a well-implemented AI solution backed by a comprehensive knowledge base

• Small support teams can scale globally without proportional increases in headcount

• Customer satisfaction remains high with AI support, particularly when human handoff is seamlessly available when needed

• Data-driven optimization creates a continuous improvement cycle that enhances performance over time

As NUU Mobile continues to grow their global smartphone business, Tidio’s Lyro AI provides the scalable foundation they need to support customers efficiently while maintaining their competitive edge in the affordable smartphone market.