Adjoe implemented Tidio’s live chat and automated conversations to handle high-volume customer inquiries, resulting in 10,000+ automated interactions monthly and improved efficiency for their global adtech business.
In early 2024, Evgeny Bagaryakov, Product Lead at Adjoe, faced a challenging situation. His team was drowning in customer support requests. “We didn’t have enough resources to really reply to every email because there were hundreds of them per day,” Evgeny explains. The Hamburg-based adtech company was receiving between 3,000 to 5,000 daily inquiries from users experiencing issues with their mobile monetization solutions.
At a glance: Adjoe GmbH
Adjoe is a rapidly growing adtech company based in Hamburg, Germany, specializing in mobile app monetization and user engagement solutions. Their innovative advertising technologies help app publishers maximize revenue while enhancing user experience.
- Company Size: 100+ employees from 25+ nationalities
- Industry: Advertising Technology (AdTech)
- Country of Operation: Headquartered in Hamburg, Germany with offices in Tokyo and Singapore
- Support Volume: 3,000-5,000 daily customer inquiries
- Website: www.adjoe.io
The Challenge: When Success Creates Its Own Problems
Adjoe’s growth brought an unexpected challenge: their support team couldn’t keep pace with user inquiries. As a white-label solution provider used by multiple businesses, they needed a support system that could:
- Handle thousands of daily inquiries without requiring equivalent human resources
- Maintain brand consistency across different client implementations
- Collect structured information to properly route only the most complex issues to human agents
Our users sometimes have issues—for example, they didn't see the currency or they don't see enough games. They usually reached out to us through email. We couldn't handle the volume.
Finding the Right Solution
Adjoe needed more than just another support tool—they required a comprehensive system that could adapt to their unique business model. After evaluating several options, they chose Tidio for its flexibility and powerful capabilities.
The implementation focused on creating decision trees to guide users through common issues before escalating to human support.
We decided to implement a decision tree chatbot which will answer most of their questions and only provide an email option for the few users who couldn't solve their issues through automation.
Working with Tidio’s team, Adjoe created a sophisticated solution that included:
- Automated conversation flows customized to address the most frequent user questions
- URL parameter integration that captures user identifiers directly from the browse
- Controlled text input that guides users through structured troubleshooting
- Email integration for issues requiring human intervention
Transformation Through Automation
The results were immediately apparent. Within one month of implementation, Adjoe saw dramatic improvements in their support operations:
- 80% Reduction in Support Email Volume: The majority of common inquiries are now handled automatically through the chatbot.
- 10,000+ Bot Engagements Monthly: Over 18,000 bot executions with an impressive 0.84 engagement rate in just 30 days.
- 400% Increase in Contact Generation: Contacts created via bot increased from 9,000 to 12,152 in one month, representing about 35% growth
The most significant benefit came from the chatbot’s ability to handle routine inquiries without human intervention. Users received immediate assistance for common issues, while only the most complex problems were routed to the support team.
A Perfect Fit for White-Label Requirements
One of Adjoe’s unique challenges was maintaining a consistent support experience across different client brands. Tidio’s flexibility proved invaluable, allowing them to create a solution that worked seamlessly regardless of the interface.
“Since we’re a white-label solution, every publisher will have their own logos,” Evgeny explained during a strategy session with Anna, his Tidio Customer Success Manager. This requirement meant that standard solutions wouldn’t work—they needed a platform that could adapt to multiple branded experiences while maintaining functionality.
Building for the Future
The initial success has prompted Adjoe to explore further enhancements to their customer support capabilities. Looking ahead, they’re particularly interested in Tidio’s ticket creation feature, which will allow tickets to be generated directly from chatbot interactions.
“That will work,” Evgeny noted when discussing future plans with the Tidio team. “Once we have this whole flow working, we can look at more complex implementations.”
Additional plans include:
- Unifying support communications by integrating multiple email addresses into Tidio’s system
- Developing more sophisticated decision trees for an even broader range of inquiries
- Implementing Zapier integration to connect customer data across their technology stack
Beyond Efficiency to Excellence
For Adjoe, implementing Tidio has delivered more than just operational efficiency—it has transformed how they approach customer support. Instead of viewing support as a necessary cost center, they now see it as an opportunity to enhance user experience while conserving valuable team resources.
By directing the majority of routine inquiries to automated flows and only escalating the most complex issues, Adjoe has created a support system that scales with their business growth without requiring proportional increases in team size.
As the company continues to expand its global footprint—recently opening new offices in Tokyo and Singapore—their Tidio implementation provides a foundation for sustainable customer support excellence that works across markets, languages, and client implementations.
We didn't have enough resources to reply to every email because there were hundreds of them per day. We decided to implement a decision tree chatbot which will answer most of the customer questions and only provide an email option for the few users who couldn't solve their issues through automation.
