Jiffy.com, the #1 US online reseller of blank imprintable clothing, elevated their customer service by implementing Tidio’s Lyro AI, handling over half of all customer inquiries automatically across their expanding product lines.
At a glance: Jiffy.com
Jiffy.com specializes in blank imprintable clothing for creators, makers, and entrepreneurs. With over a decade in the industry, they’ve expanded from selling blank apparel to offering custom transfers and on-demand custom printed products through their “Jiffy Made” service.
- Industry: Blank apparel e-commerce
- Country of Operation: United States
The Challenge: Scaling Support With Limited Resources
When Jiffy.com expanded their product offerings beyond basic blank apparel to include custom transfers and “Jiffy Made” custom-printed products, their customer support needs grew dramatically.
Each new product category brought unique customer questions—from fabric details and sizing for blank apparel to design specifications for custom printing. As an e-commerce business serving creators nationwide, customers expected assistance outside traditional business hours, further straining their limited resources.
We were at a critical juncture. As we continued to grow, we needed a solution that could scale with us while maintaining the personalized service our customers expect.
The Solution: Tidio’s Lyro AI Assistant
After evaluating several options, Jiffy.com selected Tidio’s Lyro AI for its ability to understand and resolve customer inquiries without human intervention. The platform integrated seamlessly with their existing Zendesk system while providing the flexibility to create custom conversation flows specific to their diverse product lines.
The ability to continuously improve the AI's understanding of our business was a major selling point. We could train Lyro on our extensive product knowledge and refine it over time.
Implementation began with an extensive knowledge transfer, adding 6,940 articles to train Lyro since September. The team built custom conversation flows tailored to their business needs, creating intuitive pathways to guide customers through common scenarios. These carefully designed flows have proven effective, with 1.04% of website visitors engaging with pre-chat bots.
The Results: Dramatic Efficiency Improvements
The impact was both immediate and substantial. Within weeks, Jiffy.com achieved a 53% AI resolution rate—more than half of all customer inquiries now resolved without human intervention. Customer engagement increased significantly, with 3.3% of website visitors interacting with Lyro.
Key achievements include:
- 53% resolution rate through Lyro AI without human intervention
- 3.3% of visitors engaging with the AI assistant
- 1.04% contact-to-visit ratio through optimized pre-chat flows
- More than 7,700 knowledge articles added to Lyro’s database
These efficiency gains have been transformative for their small team, allowing them to focus on complex customer needs while Lyro handles routine questions across all product lines.
Tidio's Lyro AI has been a game-changer for us. We've been able to offer comprehensive support across our growing product lines without expanding our team.
Future Plans: Expanding AI Capabilities
Building on this success, Jiffy.com is now focused on training Lyro to make intelligent product recommendations and guide customers through the “Jiffy Made” custom design process. They’re also working with Tidio to implement Lyro in Zendesk Tickets for Emails, extending AI capabilities to email-based customer service.
Through these initiatives, Jiffy aims to increase Lyro’s resolution rate above 70% while maintaining exceptional customer satisfaction. With Tidio’s platform as the foundation of their customer experience strategy, they’re well-positioned to continue scaling efficiently while delivering the outstanding service that has made them an industry leader.
We've been able to offer comprehensive support across our growing product lines without significantly expanding our team. Tidio's Lyro AI has been a game-changer for us, handling over half of all customer inquiries automatically while maintaining the personalized service our customers expect.
