How Idyl Boosted Conversion Rates with 24/7 AI Chat Support

Idyl, a fine diamond jewelry brand, is redefining luxury by offering modular jewelry collections designed for everyday wear. With a commitment to sustainability, Idyl uses lab-grown diamonds that are transparent and ethical, offering customers the freedom to mix and match their diamonds. As their business grew, Idyl needed a more responsive and data-driven approach to customer service to match the expectations of their discerning clientele.

Challenges

As Idyl’s customer base expanded, so did the volume of inquiries about returns, refunds, and pre-sale questions. Providing quick, effective customer support around the clock was critical to maintaining high customer satisfaction and increasing conversion rates. However, the existing setup was limiting their ability to offer rapid responses and insights into their customer journey.

Solution

Idyl implemented our 24/7 web-chat solution powered by AI, which allowed their team to manage a significantly higher volume of customer interactions across multiple channels, including email, WhatsApp, SMS (via Klaviyo), webchat, Instagram, and Trustpilot. The system integrated seamlessly with Shopify, DHL, Yotpo, Klaviyo, Trustpilot, and Asana, creating a holistic customer support ecosystem.

Through our AI-powered solution, Idyl not only reduced average handling time (AHT) by 50% but also increased their conversion rate (CVR) by 32%, largely due to the availability of 24/7 web-chat support. In addition to these immediate improvements, Idyl gained deeper business insights through our advanced analytics and business intelligence (BI) tools, allowing them to better understand customer behavior and optimize performance.

Results

• +32% Conversion Rate (CVR)
  ‍The introduction of 24/7 web-chat support led to a significant increase in conversion rates, helping Idyl capture more sales opportunities, even during off-hours.
• -50% Average Handling Time (AHT)
  Response times were cut in half, improving customer satisfaction and efficiency in resolving inquiries.

• 4.9 stars Trustpilot Rating:
  Customer satisfaction remained consistently high with an impressive 4.9-star rating from 870 reviews on Trustpilot.

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"With Notch, we managed a record-breaking weekend and now offer 24/7 chat support. Their dedication ensures we respond within seconds, deepening our user relationships."

– Ornella Siso, COO, Idyl

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By leveraging AI and analytics, Idyl not only enhanced their customer experience but also gained a clearer understanding of their business performance, empowering them to continue their upward trajectory in the fine jewelry industry.