Waldo’s Dólar Mart streamlined omnichannel customer support with Tidio’s Lyro AI, increasing problem-solving bot executions by 207%, achieving a 60% automation rate, and enabling agents to focus on complex customer issues.
At a glance: Waldo’s Dólar Mart
Waldo’s Dólar Mart de México is a major Mexican retail chain operating over 800 discount stores nationwide. After experiencing rapid growth, the company faced significant challenges in maintaining efficient customer service across multiple channels while preparing for high-volume seasonal events.
- Company Size: 9,000+ employees
- Industry: Retail (Discount Stores)
- Country of Operation: Mexico
- Support Volume: 1,776 tickets per month
- Support Team: 6 customer service agents
- Channels: Website widget, internal email, Instagram, Facebook, WhatsApp
- Website: www.waldos.com.mx
The Search for a Better Solution
When Ulises Magdaleno first approached Tidio on behalf of Waldo’s Dólar Mart, the situation was urgent. Mexico’s largest shopping event—similar to Black Friday—was just weeks away, and their previous chatbot implementation had failed spectacularly.
They took five months to implement their chatbot, and they rolled it out like two weeks ago, and it was really bad. That's why I was looking for your help and your platform's help.
With over 800 discount stores across Mexico and 9,000+ employees, Waldo’s needed a robust customer service solution—and they needed it fast. Their six support agents were struggling to manage conversations coming from multiple channels: website chat, email, Instagram, Facebook, and WhatsApp.
Most frustrating was that many of these 7,800+ monthly conversations involved simple, repetitive questions:
A lot of the questions are just like, 'How many stores do you have? Where do you have a store near me?' We don't need people there. We need people for when there's an order that's been delayed or issues with orders. That's where we need the live agents.
Key Challenges
- Multi-channel support management across website, email, and social platforms
- High volume of basic questions consuming valuable agent time
- Failed implementation with another provider
- Upcoming seasonal rush requiring immediate solution
- Limited analytics to identify support inefficiencies
The Solution: Why Waldo’s chose Tidio’s Lyro AI
After evaluating multiple options and experiencing a failed implementation with another provider, Waldo’s selected Tidio’s enterprise solution with Lyro AI for several key reasons:
- Omnichannel Integration: Tidio could seamlessly connect all their support channels – website widget, internal email, Instagram, Facebook, and WhatsApp – into a single unified interface.
- Powerful AI Automation: Lyro AI could immediately handle simple, repetitive inquiries like store locations, operational hours, and basic product questions that were consuming agent time.
- Rapid Implementation: Unlike their previous 5-month failed implementation, Tidio offered a 3-4 week setup timeline to meet their urgent needs before the upcoming shopping event.
- Comprehensive Analytics: The platform provided visibility into customer service operations, helping management identify efficiency issues and make data-driven decisions.
- Flexible 90-Day Proof of Concept: Tidio’s enterprise subscription included a 90-day proof of concept period that aligned perfectly with their need to demonstrate value to executives skeptical about AI technology.
A Rapid Implementation
What initially impressed the Waldo’s team was Tidio’s confidence in a rapid deployment. While their previous provider had taken five months for an ultimately unsuccessful implementation, Tidio promised a functional solution within 3-4 weeks.
The implementation team moved quickly to integrate all of Waldo’s communication channels into the Tidio platform. Waldo’s and Tidio collaborated on a strategic implementation plan:
- Initial Channel Integration: The team started by connecting all communication channels to the Tidio platform.
- AI Knowledge Base Development: Frequently asked questions and common customer inquiries were loaded into Lyro AI’s knowledge base, with the ability to access WhatsApp conversation history to further improve the AI’s responses.
- Agent Training: Comprehensive training was provided to the support team, covering the Tidio interface, conversation management, and collaboration with the AI system.
- Metrics & Analytics Setup: Custom views and tagging systems were established to track performance and categorize customer inquiries effectively.
For Waldo’s executives, the 90-day proof of concept period was crucial in securing buy-in. This flexibility allowed the team to demonstrate tangible results before committing to a full-year contract.
The entire implementation was completed within the promised timeframe, allowing Waldo’s to be fully prepared for their high-volume shopping event.
The Results: Dramatic Improvements in Efficiency and Customer Experience
Within just three months, the transformation was remarkable. Problem-solving bot executions jumped from 5,511 in October to 16,943 in the following 30 days—a 207% increase. The AI achieved a 60.58% engagement rate, handling thousands of basic inquiries that previously consumed agent time.
The agents quickly adapted to the new system. Rather than being overwhelmed by simple inquiries, they could focus on complex customer issues—particularly those related to orders. Meanwhile, customers received instant responses to their basic questions, improving overall satisfaction.
The powerful tagging and segmentation capabilities allowed Waldo’s to organize customer conversations effectively.
- 207% Increase in Problem-Solving Lyro AI Agent Executions: From 5,511 in October to 16,943 in the following 30 days.
- 60% Lyro AI Agent Engagement Rate: Customers readily engaged with the AI system for quick answers to common questions.
A Foundation for Future Growth
With their initial success, Waldo’s is now planning to expand their use of Tidio’s capabilities. The next phase will include API integrations to provide order status updates directly within chat interfaces—further enhancing the customer experience.
For a retail chain experiencing rapid growth, the ability to scale customer support without proportionally increasing headcount is invaluable. Lyro AI has proven to be a force multiplier for their existing team, allowing them to handle significantly higher volumes of customer interactions while maintaining quality.
The transformation at Waldo’s demonstrates how AI-powered customer service tools can deliver remarkable results when implemented strategically. By focusing the AI on handling repetitive inquiries and empowering human agents to address complex issues, Waldo’s has created a customer service operation ready to support their continued expansion across Mexico.
After a disappointing experience with another provider, Tidio delivered exactly what we needed. The implementation was quick, and the results were immediate. Lyro AI handles all the simple questions about store locations and hours, allowing our agents to focus on more complex customer issues. The analytics have been invaluable in improving our overall support operation.
