HairMax leveraged Tidio’s Lyro AI to automate customer interactions, boosting resolution rates from 60% to 73% while handling tens of thousands of monthly inquiries.
When David Michaels co-founded HairMax in 2000, he envisioned revolutionizing the hair regrowth industry with innovative laser therapy devices. Twenty-five years later, HairMax has become a global leader in at-home laser hair growth technology, serving customers across North America, Asia, and Europe with their specialized medical devices.
But success brought challenges, particularly for customer support.
At a glance: HairMax
HairMax is a pioneering company in the medical device industry, specializing in laser therapy devices and hair care products designed for hair regrowth. Founded in 2000, HairMax has established itself as a leader in at-home laser hair growth technology.
- Company Size: 34 employees across North America, Asia, and Europe
- Industry: Medical Devices (Hair Regrowth Technology)
- Headquarters: Boca Raton, Florida, USA
- Market: Global
- Primary Products: Laser hair growth devices including combs, bands, and caps
- Website: www.hairmax.com
The Growing Pains of Success
With just 34 employees spread across three continents, HairMax faced mounting pressure handling customer inquiries about their sophisticated laser devices. Questions ranged from technical troubleshooting to treatment protocols and expected results—all requiring specialized knowledge.
We were drowning in support requests. Our products require a certain level of explanation and guidance. Customers are using medical-grade laser devices at home, and they rightfully have many questions. Our small team was working around the clock, yet we still couldn't keep up.
The challenges were multifaceted:
- Global customers needed assistance 24/7 across different time zones
- Support agents required extensive training on complex laser technology
- Technical inquiries demanded detailed, accurate responses
- The small team couldn’t scale to meet growing demand
Finding the Right Solution
After evaluating several AI platforms, HairMax selected Tidio’s Lyro AI.
What impressed us about Lyro was its ability to understand nuanced questions about our specialized products. Other solutions we tried would get confused by technical terminology or provide generic answers that didn't help our customers.
Implementation began with focusing Lyro on handling the most common inquiries. The HairMax team also committed to expanding their knowledge base, adding 100 new help articles monthly to continually improve Lyro’s capabilities.
Tidio's team understood our unique needs as a medical device company. They helped us train Lyro to recognize when a question required escalation to our human experts versus when it could provide a complete solution immediately. That balance is crucial when your products affect people's health and appearance.
The Results: Dramatic Improvements in Support Efficiency and Quality
Within one year of implementing Tidio’s Lyro AI, the transformation was dramatic. HairMax now efficiently handles tens of thousands of customer interactions monthly, with Lyro successfully resolving 73% of inquiries without human intervention—up from 60% before implementation.
The numbers tell an impressive story. We've saved 7,800 support hours annually—equivalent to 52 full-time support agents. For a company our size, that's game-changing.
But the benefits extend beyond efficiency metrics. Customer satisfaction has improved as wait times have virtually disappeared. Global customers receive instant, accurate responses regardless of time zone. And perhaps most importantly, the human support team now focuses on complex cases that truly benefit from their expertise.
Our support agents are happier too. They're no longer rushing through basic questions but can take time with customers who have unique situations. It's more fulfilling work, and that shows in the quality of support.
- 7,800 Hours Saved Annually: Equivalent to the work of 52 full-time support agents, allowing their existing team to focus on complex cases requiring human expertise.
- 22% Increase in Resolution Rate: Improved from 60% to 73% first-contact resolution, meaning more customers got their issues solved immediately without escalation.
- Tens of Thousands of Interactions Managed Monthly: Lyro successfully handled a massive volume of customer inquiries that would have been impossible for their small team.
- Enhanced Knowledge Base: The team redirected resources to creating 100 new help center articles monthly, further improving self-service options.
- 24/7 Global Support: Customers worldwide received immediate assistance regardless of their time zone.
Continuous Improvement Through Knowledge
A key factor in HairMax’s success has been their commitment to continuously expanding their knowledge base, with 100 new help center articles added monthly. Each addition makes Lyro smarter and more capable of handling diverse customer scenarios.
We've created a virtuous cycle. Lyro identifies common questions, we create detailed help articles addressing those topics, and then Lyro delivers that information instantly to customers. The system gets more effective every month.
Looking Forward
Building on their success, HairMax is now exploring new ways to leverage Tidio’s AI capabilities, including personalized product recommendations and treatment monitoring support.
Working with Tidio has changed how we think about customer support. What started as a solution to our support volume problem has evolved into a strategic advantage. Our customers get better, faster assistance, and our team can focus on innovation. We're now exploring how Lyro can help customers select the optimal device for their specific condition and provide ongoing guidance throughout their treatment journey.
HairMax’s experience demonstrates how even specialized medical device companies with complex products can successfully implement AI-powered customer support—saving thousands of hours while actually improving the quality of customer interactions.
Implementing Tidio's Lyro AI has been transformative for our customer support operations. As a specialized medical device company with a global customer base, we needed a solution that could provide expert assistance 24/7. Lyro has saved us thousands of support hours while actually improving our resolution rates.
