Case Study: Borrowell hits 83% resolution rate with Tidio Lyro and Zendesk
Key results
The challenge
Borrowell, a Canadian fintech serving over 3 million members, managed more than 11,000 support tickets a month with only nine agents, with peak volumes exceeding 12,000 tickets. The team anticipated continued growth that would be difficult to absorb at its current size.
The solution
Borrowell implemented Tidio's Lyro AI agent integrated with its existing Zendesk ticketing system, handling customer inquiries before they became tickets while preserving established workflows and help-center training.
“As our business continues to scale, we're anticipating an increase in ticket volume. With our current team size, it would be challenging to manage that growth efficiently. Implementing a chatbot helps us stay lean and agile, while still being able to scale our operations and maintain a high level of service.”
SNStephen NadeauSenior Manager of Member Experience at Borrowell
The results, in context
Borrowell reported an 83% resolution rate with Lyro, an 87% answer rate, and a 65% help-center engagement rate, helping a nine-person team keep pace with 11,000+ tickets a month. The setup let the team stay lean while scaling operations.