Facing high call volumes during a growth period, Evergreen Waste Management implemented Tidio’s AI-powered platform to reduce repetitive inquiries, resulting in a 20% increase in resolution rate and more efficient customer service operations.
At a glance: Evergreen Waste Management
Evergreen Waste Management is a growing waste management company providing reliable and eco-friendly waste collection services to communities in Delaware and surrounding areas. With a strong focus on keeping neighborhoods clean and clutter-free, the company offers flexible payment plans to accommodate various customer needs.
- Industry: Waste Management
- Headquarters: New Castle, Delaware, USA
- Website: www.evergreenws.com
The Challenge: Growing Pains in Customer Service
When business is booming, customer service demands often follow suit. This was precisely the situation for Evergreen Waste Management, a Delaware-based waste collection company committed to providing eco-friendly services to their growing community.
As their customer base expanded, their phone lines became increasingly tied up with repetitive questions – many of which were already answered on their website.
We have a lot of people that come to our website, and they ask the simplest questions that are already on our website. They want to know about metal pickups, bulk pickups, and we'll get a lot of calls. We were trying to get the chatbot so that we could counteract some of those calls.
The company found itself at a crossroads familiar to many growing businesses: how to scale customer support without compromising service quality or substantially increasing overhead costs.
The Solution: A Strategic Approach to AI-Powered Support
After evaluating their options, Evergreen Waste Management chose Tidio’s platform with Lyro AI to handle their customer communications. Their implementation strategy focused on creating a tiered approach to customer inquiries:
- Automated flows for their most common service inquiries (bulk items, commercial services, roll-offs)
- Lyro AI agent for handling more varied or complex questions
- Human agents for the most specialized situations requiring personal attention
The implementation process began with creating specialized conversational flows for frequently asked questions about specific services. Meanwhile, the team built a comprehensive knowledge base for Lyro AI, eventually adding 1,093 articles to ensure the AI could accurately answer a wide range of customer questions.
We realized we could do so much more with the flows after we started setting them up. We wanted it to be more like a real interaction, not just a form to fill out. Most of our questions are about bulk items. It would be more beneficial to have that as a flow, not as a Lyro chat, so we don't use up all our AI conversations on that.
This pragmatic approach allowed Evergreen to maximize their resources, using automated flows for predictable inquiries while preserving their AI quota for more complex customer needs.
The Results: Exceeding Expectations
Within just 30 days of implementing Tidio, Evergreen Waste Management saw remarkable improvements:
- 20% increase in resolution rate (Lyro AI’s resolution rate improved from 0.7 to 0.84)
- 4,536 customer messages handled by Lyro
- 75,392 automated flow executions processed
The impact went beyond just the numbers. The customer service team found themselves freed from answering the same questions repeatedly and could focus on more complex customer needs.
“We’ve been trying to get this done sooner rather than later,” Saran explained during implementation, underscoring how quickly the team wanted to realize these benefits.
A Learning Experience
The journey wasn’t without its learning moments. As Saran and her team became more familiar with Tidio’s capabilities, they continued to refine their approach.
At first, we set up everything as simple as possible because we didn't really know everything that the flows could do. When we were building the other flows is when we saw that you can do so much more – like a real interaction.
This continuous improvement approach led to increasingly sophisticated customer interactions. The team expanded from simple forms to conversational exchanges that felt more natural and engaging to their customers.
Looking Forward: Building on Success
Building on their initial success, Evergreen Waste Management plans to further enhance their customer service capabilities:
- Connecting Tidio to social media channels for consistent support across all platforms
- Creating more personalized customer experiences using contact properties from previous interactions
- Developing additional conversational flows for specialized services
“The more information we can get would be better in the flow – that’s what we’re trying to do,” Saran explained, highlighting their commitment to continuous improvement.
The Bigger Picture
Evergreen Waste Management’s experience demonstrates how businesses in traditional industries can leverage AI to transform customer service operations. By implementing Tidio’s Lyro AI and customized flows, they successfully addressed their growing pains while maintaining their commitment to quality service.
For companies facing similar challenges with scaling customer support, Evergreen’s story provides a compelling roadmap: start with your most common inquiries, build out from there, and continuously refine your approach as you learn what works best for your unique customer base.
As Evergreen continues to grow, their AI-powered customer service infrastructure positions them to scale efficiently while maintaining the personal touch that customers value.
