CoveSmart streamlined customer support with Lyro AI, reducing response times by 80%, increasing resolution rates by 70%, and boosting customer satisfaction by 35% while supporting multiple systems and languages.
At a glance: CoveSmart
CoveSmart is a fast-growing smart security company based in the United States, specializing in home security systems, monitoring services, and connected devices. When CoveSmart’s customer support team found themselves drowning in repetitive questions and facing an increasingly disorganized knowledge base, they knew something had to change. The growing home security company was expanding rapidly, but their support infrastructure wasn’t scaling with them.
- Company Size: 150+ employees
- Industry: Home Security Systems and Monitoring
- Country of Operation: United States
- Support Volume/Team: 8,000-10,000 support tickets monthly, 20-30 digital agents
- Primary Challenge: Managing support for multiple generations of security systems with different troubleshooting procedures
Our knowledge base was not really usable from both employee and customer standpoints. The search function wasn't good. We wanted something that customers would actually be willing to use and enjoy using.
The Challenge: Drowning in Copy-Paste Responses
For CoveSmart’s support team, the problems were multiplying. Their knowledge base had grown unwieldy as their product line expanded to include multiple generations of security systems, each requiring different troubleshooting procedures. Agents spent valuable time copying and pasting template responses, creating an inefficient workflow that couldn’t scale.
A lot of what agents do is just copy-paste from a template. You're still requiring their time and paying them for every second they're spending copying and pasting something. It's not scalable. It's just so inefficient.
Adding to this challenge, many customers continued to call for support rather than using digital channels, creating higher operational costs. The company also needed to support their growing Spanish-speaking customer base but struggled with staffing bilingual agents.
The Solution: Why CoveSmart chose Tidio’s Lyro AI Agent
After evaluating several solutions, CoveSmart selected Tidio’s Lyro AI, impressed by both its technology and implementation approach.
We looked at other AI chatbot options, but Tidio stood out. While competitors estimated month-long timelines, Tidio could be fully operational within hours.
CoveSmart selected Tidio for several key advantages:
- Superior AI Model: Tidio’s Lyro AI, powered by Claude rather than ChatGPT, offered faster responses with fewer hallucinations and a more conversational feel.
- Fast Implementation: While competitors estimated month-long implementation timelines, Tidio could be fully operational within hours, with ongoing optimization as usage increased.
- Powerful Flow Builder: The intuitive flow builder allowed CoveSmart to create step-by-step troubleshooting guides with rich media support, crucial for guiding customers through hardware-specific procedures.
- System-Specific Support: CoveSmart could develop guided flows for different system generations, ensuring customers received the correct troubleshooting steps for their specific hardware.
- Multilingual Capabilities: Built-in translation capabilities enabled Spanish-speaking customers to receive support in their preferred language without requiring dedicated bilingual staff.
- Seamless Human Handoff: When issues required human intervention, conversations could be intelligently routed to the appropriate department based on context and availability.
The Results: Transforming Customer Support
After implementing Tidio’s Lyro AI, CoveSmart saw a transformation in their customer support operations:
- 70% Increase in Self-Service Resolution: The AI successfully handled basic inquiries and common troubleshooting scenarios without human intervention, dramatically reducing the burden on live agents.
- 80% Reduction in Response Times: Customers received immediate support through the AI, eliminating wait times for common questions and troubleshooting needs.
- 35% Boost in Customer Satisfaction: Customers appreciated the quick, accurate responses and step-by-step guides with visual aids that made troubleshooting easier.
Perhaps most importantly, the platform gave CoveSmart’s management deeper insights into customer issues. They could now see which troubleshooting steps were most frequently needed and which products generated the most support requests, allowing them to identify opportunities for product improvement.
Expanding Success Across the Business
Building on their initial success, CoveSmart is already planning to expand Tidio across their business operations. They’ll soon implement the platform for Alder, their sister company specializing in professionally installed security systems.
By transforming their approach to customer support with Tidio’s Lyro AI, CoveSmart hasn’t just improved efficiency—they’ve created a scalable foundation for growth while delivering the responsive, helpful experience their customers expect.
