Olivia Bottega integrated Tidio’s AI-powered customer service platform across five communication channels, leveraging over 1,000 knowledge base articles to provide seamless support for brides-to-be.
At a glance: Olivia Bottega
Olivia Bottega is a distinguished bridal fashion brand founded by Anastasia Nikiforova, specializing in modern, chic wedding gowns and formal dresses with customizable options. The brand stands out in the competitive bridal market by maintaining in-house production facilities that ensure high-quality standards and the ability to rapidly create new collections tailored to each bride’s individuality.
- Industry: Fashion
- Products: Wedding gowns and formal dresses
- Manufacturing: In-house production facilities
- Website: www.oliviabottega.com
The Challenge: Managing Complex Customer Inquiries Across Multiple Channels
As a bridal fashion brand, Olivia Bottega faces unique customer service challenges:
- High-Stakes Emotional Purchases: Wedding dresses represent significant emotional and financial investments for customers, requiring exceptional support.
- Multi-Channel Communications: Modern brides expect seamless service across website, email, and social media platforms.
- Detailed Product Questions: Customers need specific information about customization options, sizing, materials, and production timelines.
- Global Customer Base: Supporting customers across different time zones created challenges for the support team.
Olivia Bottega needed a solution that could provide consistent, knowledgeable responses across all customer touchpoints while maintaining the personal touch essential in the bridal industry.
The Solution: Why Olivia Bottega chose Tidio’s Lyro AI Agent
After evaluating various customer service platforms, Olivia Bottega selected Tidio’s Lyro AI for its comprehensive capabilities:
- Omnichannel Integration: Tidio seamlessly connected all five communication channels (website widget, email, Instagram, Facebook, and domain) into a unified customer service ecosystem.
- Extensive Knowledge Base: The platform enabled Olivia Bottega to build a robust knowledge repository with 1,027 articles, covering every aspect of their products and services.
- Problem-Solving Automation: Lyro’s AI-powered chatbot provided immediate responses to common inquiries, freeing up human agents for more complex consultations.
- 24/7 Availability: The AI solution ensured brides could get answers anytime, regardless of their location or time zone.
Implementation involved thoroughly training the AI with detailed product information, customization options, sizing guides, fabric details, and production timelines—creating a virtual bridal consultant that could handle most initial inquiries.
The Results: Transforming Customer Support Efficiency
After implementing Tidio’s Lyro AI, Olivia Bottega experienced significant improvements in their customer service operations:
- Streamlined Support Volume: Successfully managed 638 tickets in the last 30 days across all channels from a single interface.
- Enhanced Problem Resolution: The “Solve Problems” bot executed 2,035 interactions in a month, demonstrating the AI’s ability to handle a high volume of inquiries.
- Consistent Engagement: Maintained a 22% engagement rate with automated solutions, showing strong customer acceptance of AI assistance.
- Comprehensive Knowledge Management: Built and maintained over 1,000 knowledge base articles, creating a valuable resource for both AI and human agents.
Tidio's Lyro AI has revolutionized how we connect with our brides. By handling routine inquiries across all our channels, the AI allows our consultants to focus on the emotional and personal aspects of helping a bride find her perfect dress. The comprehensive knowledge base ensures consistent, accurate information whether a customer reaches us through our website, email, or social media.
By implementing Tidio’s Lyro AI, Olivia Bottega has successfully transformed its customer service approach, ensuring that every bride receives prompt, knowledgeable assistance throughout their wedding dress journey—setting a new standard for customer experience in the bridal fashion industry.
