71% resolved. 395.5 hours back in 30 days.

Tailfin builds technical bikepacking equipment from Bristol, England. Its UK support team kept its own hours and its WooCommerce store, and put Lyro in front of the queue: 71% of inquiries now close without a human.

Tailfin Boosts Customer Service Efficiency with Tidio’s Lyro AI, Achieving 71% Resolution Rate

71%
of customer inquiries resolved without human intervention
395.5h
of support time saved in the first 30 days
37%
of customers engaged with the problem-solving bots

Company profiletailfin.cc

Industry: Ecommerce
Location: United Kingdom
Monthly traffic: 69K

Platform: WooCommerce
Support team: 3 agents

A UK team answering a global inbox

Tailfin has made high-performance bikepacking racks, bags, and accessories since 2015. As the product line and the customer base grew, detailed technical questions about specifications, troubleshooting, and orders arrived across multiple channels in steady volume.

The customers were global; the team was in Bristol. Inquiries landed at all hours, pre-purchase and order-status questions expected fast answers, and messaging drifted as different people picked up the queue. Routine questions were crowding out the complex technical ones.

Lyro successfully resolved 71% of all customer inquiries without human intervention

Lyro took the routine queue, humans kept the hard questions

Tailfin loaded its product knowledge into Lyro and wired it to WooCommerce, then defined exactly when a conversation should reach a person.

1,809 articles added to Lyro's knowledge base
01
Lyro handles order tracking, specs, and common troubleshooting
02
WooCommerce integration returns order status inside the chat
03
Custom flows hand off to human agents on complex requests
04
Operating hours configured, with Lyro covering off-hours
05
Suggested answers reviewed and refined against real inquiries
06

What changed day to day

Time zones stopped mattering
Customers outside UK hours get immediate, accurate responses instead of waiting for Bristol to open.
Order status is self-serve
The WooCommerce integration lets customers check where their order is directly in chat, with personalized status messages.
Nobody waits in silence
When human agents aren't available, custom handoff automation tells the customer so, and no inquiry is left unanswered.
The team works on harder tickets
With routine questions absorbed, support staff spend their time on complex technical inquiries and high-value conversations.

Tailfin didn't grow its support team. It grew what the queue could absorb.

Next is deeper integration between the order management system and Tidio for fuller status information, plus ongoing knowledge base updates as new products ship.

Tailfin, a UK-based bikepacking equipment manufacturer, revolutionized their customer support experience with Tidio’s Lyro AI, saving nearly 400 hours and efficiently resolving 71% of customer inquiries automatically.

At a glance: Tailfin

Tailfin is a UK-based company founded in 2015 that specializes in high-performance bikepacking equipment. Known for their lightweight, waterproof, and easy-to-use products, they cater to various cycling disciplines including road touring, mountain biking, commuting, and ultra-endurance racing.

Founded: 2015
Headquarters: Bristol, England
Industry: Sporting Goods Manufacturing
Products: Technical bikepacking equipment including racks, bags, and accessories

The Challenge: Managing Growing Support Needs

As Tailfin continued to expand its product line and global customer base, their customer service team faced increasing pressure to deliver timely, accurate responses across multiple channels. The team encountered several key challenges:

Managing high inquiry volume: As a specialty manufacturer with technical products, customers frequently had detailed questions requiring thoughtful responses
Providing 24/7 support: Serving a global customer base meant inquiries arrived at all hours, creating challenges for the UK-based team
Maintaining response speed: Customers expected quick answers to pre-purchase questions and order status inquiries
Ensuring consistency: With various team members handling support, maintaining consistent messaging was difficult
Balancing efficiency and quality: The team needed to handle routine inquiries efficiently while dedicating appropriate time to complex technical questions

The Solution: Implementing Tidio with Lyro AI

After evaluating various support solutions, Tailfin deployed Tidio’s platform with Lyro AI to enhance their customer service capabilities:

Comprehensive knowledge base: Tailfin added 1,809 articles to Lyro’s knowledge base, enabling the AI to answer a wide range of product-specific questions
AI-powered conversations: Lyro was configured to handle routine inquiries including order tracking, product specifications, and common troubleshooting
Seamless handoff workflows: Custom automation ensured smooth transitions between AI and human agents when more complex assistance was needed
WooCommerce integration: Special integration with their e-commerce platform allowed customers to check order status directly through the chat interface

The Results: Measurable Efficiency with Enhanced Customer Experience

Tailfin quickly realized significant benefits after implementing Tidio with Lyro AI:

71% AI Resolution Rate: Lyro successfully resolved 71% of all customer inquiries without human intervention
395.5 Hours Saved: In just 30 days, the AI solution saved Tailfin’s team nearly 400 hours of support time
37% Bot Engagement Rate: More than a third of customers actively engaged with the problem-solving bots
Consistent 24/7 Support: Customers received immediate, accurate responses regardless of time zone or business hours
Enhanced Team Focus: Support staff could dedicate more time to complex technical inquiries and high-value customer interactions

Implementation Highlights: Customization for Maximum Effect

Tailfin worked closely with Tidio’s customer success team to tailor the solution to their specific needs:

Custom handoff automation: Created specialized flows that automatically informed customers when human agents weren’t immediately available, ensuring no inquiry went unanswered
WooCommerce integration: Developed a custom solution allowing customers to check order status directly through chat with personalized status messages
Specific operating hours: Configured the system to accurately reflect when human agents were available, with automatic AI handling during off-hours
Knowledge base optimization: Regularly reviewed and refined suggested answers based on customer inquiries to continuously improve AI performance

Future Plans: Expanding AI Capabilities

Following their success with Tidio’s Lyro AI, Tailfin is exploring additional ways to enhance their customer experience:

Enhanced order tracking: Developing more detailed integration between their order management system and Tidio to provide customers with comprehensive status information
Continuous knowledge expansion: Committed to regularly updating Lyro’s knowledge base as new products are released and common questions emerge

By implementing Tidio with Lyro AI, Tailfin has successfully transformed their customer support operations, creating a scalable system that balances efficiency with the personalized assistance their specialty products require. As they continue to grow globally, this AI-powered solution provides a foundation for delivering exceptional customer experiences while managing support costs effectively.