Case Study: Burker cuts support email traffic by 50% with Tidio’s Lyro AI Agent

Burker cuts outsourced email traffic by 50% with Tidio

Burker, a fast-growing e-commerce watch and jewelry brand, faced significant challenges scaling its global customer support. Seasonal spikes would surge their monthly messages from a baseline of 3,000-5,000 to as many as 17,000, overwhelming their lean team. The vast majority of these were repetitive questions, forcing them to disable live chat and rely on a strained outsourced email team. To meet customers' expectations for instant answers in their native language, they implemented Tidio’s Lyro AI Agent.

The Tidio solution automatically handled common inquiries like order status and pre-sale questions, resolving them instantly and in the customer's language. This implementation led to dramatic results: Lyro achieved an 80% resolution rate and handled 10,000 conversations in a single month. Most significantly, Tidio helped Burker cut its outsourced email traffic by approximately 50%, allowing the human team to focus on more complex issues.

Burker