99.64% resolved. 272 articles. Three channels.

This New Zealand wet weather gear manufacturer achieved a remarkable 99.64% resolution rate with Tidio’s AI, successfully navigating customer inquiries across multiple channels.

At a glance: Stormline

Stormline is a family-owned company founded in 1966 in Invercargill, New Zealand, specializing in the design and manufacture of high-performance wet weather gear. Serving professionals in commercial fishing, agriculture, and construction industries, Stormline has built its reputation on delivering durable, waterproof clothing designed to withstand the harshest conditions.

• Industry: Outdoor Apparel Manufacturing

• Founded: 1966

• Location: Invercargill, New Zealand

• Company Type: Family-owned (third generation)

• Products: High-performance wet weather gear for professional use

The Challenge: Meeting Customer Needs Across Multiple Channels

As a company serving professionals who rely on quality gear in extreme conditions, Stormline faced several customer service challenges:

• Multi-channel Communication: Customers were reaching out through various platforms including their website, Instagram, and Facebook, making it difficult to provide consistent and timely responses.

• Technical Product Questions: With specialized products designed for harsh environments, customers often had detailed technical questions requiring accurate information.

• Global Customer Base: Serving clients from the Arctic to the Antarctic meant dealing with inquiries across multiple time zones, putting pressure on their customer service team.

• Maintaining Family Business Values: As a third-generation family business, Stormline needed to maintain their personal touch while scaling their customer service operations.

The Solution: Implementing Tidio’s Lyro AI Across All Communication Channels

Stormline turned to Tidio’s Lyro AI to address these challenges and provide seamless customer service. The implementation included:

• Unified Communication Platform: Integration of Tidio across all customer touchpoints, including their website widget, Instagram, and Facebook channels.

• Comprehensive Knowledge Base: Creation of 272 detailed articles in Lyro’s knowledge base, covering product specifications, care instructions, sizing guides, and frequently asked questions.

• Dual-Purpose Chatbots: Deployment of both problem-solving and sales-oriented AI bots to address different customer needs.

• 24/7 Availability: Ensuring round-the-clock customer support for their global customer base, regardless of time zone differences.

The Results: Exceptional Resolution Rates and Improved Customer Engagement

The implementation of Tidio’s Lyro AI delivered impressive results for Stormline:

• 99.64% Resolution Rate: In a 30-day period, Lyro successfully resolved nearly all customer inquiries without human intervention.

• Strong Problem-Solving Performance: The problem-solving bots achieved a 39.36% engagement rate, efficiently addressing customer concerns and technical questions.

• Sales Growth: Sales-oriented bots recorded a 10.15% engagement rate, helping to convert inquiries into purchases.

• Consistent Multi-channel Experience: Customers received the same high-quality service whether they reached out via the website, Instagram, or Facebook.

Key Benefits: How Tidio Transformed Stormline’s Customer Service

The partnership between Stormline and Tidio delivered several significant benefits:

• Knowledge Accessibility: With 272 articles in the knowledge base, customers can quickly access detailed information about products and their applications in extreme conditions.

• Operational Efficiency: By automating responses to common inquiries, Stormline’s customer service team can focus on more complex customer needs.

• Omnichannel Presence: Consistent service across all digital touchpoints ensures customers receive the same quality experience regardless of how they choose to communicate.

• Extended Customer Service Hours: The AI solution enables Stormline to provide support outside of traditional business hours, critical for a company serving global markets.

Looking Ahead: Building on Success

Following their successful implementation of Tidio’s Lyro AI, Stormline is exploring additional ways to leverage the technology:

• Enhanced Product Recommendations: Using customer interaction data to provide more personalized product suggestions based on specific work environments and conditions.

• Expanded Knowledge Base: Continuing to build out their knowledge base with more technical content and application-specific guidance.

• Proactive Customer Engagement: Implementing more proactive outreach for repeat customers, including maintenance reminders and seasonal product recommendations.

By embracing Tidio’s AI-powered customer service solution, Stormline has successfully balanced technological advancement with their traditional family business values, ensuring they can continue to provide exceptional service to professionals who depend on their gear in the world’s most challenging environments.