Vendor or secondhand (grade C: vendor or secondhand)Vendor case study by Tidio, published Mar 30, 2026. Resolution is Tidio's own measure. No satisfaction score is published.

Let an AI chatbot answer most support questions from your own help articles

The Muzzle Movement loaded 523 help articles into Tidio's Lyro. The vendor says the AI resolves 74% of more than 1,200 monthly tickets. Refunds and address changes still go to a person.

Who this is about: Small UK dog-muzzle shop (The Muzzle Movement)

TidioShopify & ecommerce Local & serviceAutopilot

Get the prompt

SupportAdded Oct 24, 2026Source: tidio.com

What it takes

Cost: PaidOct 24, 2026 pricing page showed Starter at $24.17/month and Lyro from $32.50/month for 50 conversations, with a 7-day trial. It was not clear if that was the month-to-month price.Price checked Oct 24, 2026 on tidio.com. Prices change; check before you buy.
Setup time: A few daysOur estimate from the source, for one business.
Skill needed: No codeApps and settings only.

Explain it simply

Tidio is a chat and ticket tool for a website or online store. Lyro is its AI agent. You give it your help articles, and it answers repeat questions in plain language. When it cannot answer, or when the issue is a refund, a complaint, or an address change, a person takes the conversation.

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Can an AI chatbot handle customer support for a small online store?

Yes, for repeat questions. You load your help articles into an AI agent like Tidio's Lyro, and it answers website chats and tickets from them, passing the rest to a person. The Muzzle Movement, a small UK dog-muzzle brand, handles "over 1,200 monthly tickets" with a "74% resolution rate" (Tidio case study, 2026).

What the source reports for this use case: tool, input data and stated result
Workflow / use case	Primary AI role / tool slot	Input data	Expected business output / time saved
Answering repeat support questions	Tidio Lyro AI Agent + a 523-article knowledge base	Help articles and FAQs, live chat and tickets	74% of 1,200+ monthly tickets resolved by AI (vendor metric)

How does this differ from other ways to do this job?

Tidio is built for small shops that want a chat widget and a helpdesk together. Gorgias, already on the support pages here, goes deeper on Shopify order actions. Intercom Fin suits software companies with large help centers. A Grok Bot can draft replies and ask before a refund, but it is not a website chat widget.

What was done

The Muzzle Movement, a small UK brand that sells dog muzzles, was handling a large ticket pile. Tidio's case study says the shop deals with over 1,200 tickets a month.

The team wrote 523 help articles so Lyro, Tidio's AI agent, could answer from the shop's own words. Lyro replies in website chat and in tickets.

Tidio says this shop's AI resolution rate is 74%. Tidio also says its customers average a 75% resolution rate. That second figure is a vendor-wide claim, not an extra result for this shop. No satisfaction score is given.

Address changes and other specific requests still need a person. Set the same rule for refunds, complaints, and anything about health or safety.

How it went

Tidio's own customer story, published Mar 30, 2026, is the only source for the ticket count and the 74% resolution rate. Resolution is Tidio's measure.

Tidio describes the shop as "handling over 1,200 monthly tickets and achieving 74% resolution rate."
The AI answers repeat questions. It does not replace a person on refunds or address changes after shipping.

Prompt

Context / Role: You are the owner of a small online store or service business who answers the same customer questions every day.
The copy-paste prompt: PromptWritten by our editors from the source

Help me build the knowledge base for an AI support agent for [BUSINESS_NAME], which sells [WHAT_WE_SELL]. Here are our last [NUMBER] customer messages (names removed): [CUSTOMER_MESSAGES] Our policies: [POLICIES] 1. Group the messages into topics and count how many fall in each. Sort by count. 2. For the top 15 topics, write one help article each: a question-style title in the customer's words, a 2-4 sentence answer using only our policies, and the exact situations where the AI must hand off to a person. 3. List anything a customer asked that our policies don't answer. Do not invent an answer; write "Needs owner decision". 4. Write the hand-off rules: always pass refunds over [REFUND_LIMIT], complaints, address changes after shipping, and anything about health or safety to a person. Use plain language a 12-year-old could follow.
Variables to customize: [BUSINESS_NAME]
[WHAT_WE_SELL]
[NUMBER]
[CUSTOMER_MESSAGES]
[POLICIES]
[REFUND_LIMIT]
Expected output / next step: 15 ready-to-paste help articles, a list of policy gaps, and hand-off rules. Next step: load them into Tidio or another support AI and review unresolved chats each week.

Written by our editors for any AI chat. It is not a built-in Lyro prompt. Use it to draft the help articles the bot will read.

Setup notes

Export or paste recent customer messages with names removed.
Write short help articles from your real policies. This shop wrote 523.
Load the articles into Lyro so answers come from your words, not a generic script.
Hand off refunds, complaints, address changes after shipping, and health or safety questions to a person.
Each week, read the chats the AI could not resolve and fill the gaps in the articles.

Business fit

Who this helps, and how:

Salon answering the same booking questions: turn "do you take walk-ins" and price questions into short articles the chat can use.
Local & service
Property manager answering parking and access rules: let the chat answer the repeat rules and hand complaints to a person.
Local & service
Online shop with repeat order questions: answer shipping and product questions from your help articles and keep refunds with staff.
Shopify & ecommerce

Similar tools

Other tools for this job, and how they differ. Chosen by our editors, never paid for.

Gorgias
Ecommerce helpdesk whose AI Agent acts on Shopify orders, including returns.
See it in use: Automate order-status and return tickets on a Shopify store
Intercom Fin
Intercom's AI customer agent for chat, email and phone, built for larger help centers.
See it in use: A SaaS Team Took Intercom Fin From 20% to 85% Resolution by Rebuilding Its Knowledge Base
Grok Bot
Drafts support replies and asks before a refund. It is not a website chat widget.
See it in use: Run customer support with a bot that asks before refunding

“Vendor or secondhand” (grade C) means: A tool maker's case study, a promotional demo, or someone else's write-up. How we grade. Spotted a mistake? Suggest a correction.