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About Idyl
Idyl Achieves 42% Conversion Lift with 24/7 AI Support Agent
“We managed a record-breaking weekend with Notch, and now we offer 24/7 chat support. Notch’s dedication ensures we respond within seconds, deepening our customer connection."
Company
idyl
Industry
eCommerce
Scale
10x growth trajectory
Stage
Growth
+42% CVR Increase
Every off-hours sales question captured and converted instantly. No more missed revenue from abandoned carts.
90% Automation
Without any human intervention, Notch automates almost all of Idyl's tickets.
4.9-Star CSAT Maintained
Perfect customer satisfaction across 1,200+ reviews while scaling support operations.
Idyl is a fine diamond jewelry brand, redefining luxury with 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 diamond pieces and components to suit their look.
CHALLENGES
Premium Products Demand Premium Support at Scale
Idyl’s modular jewelry is what makes the brand unique, but also brings with it a lot of pre-sales questions. As the customer base was growing, support questions were coming in faster than the team could handle them.
Idyl was hamstrung by its existing setup and lacked insight into the customer journey to facilitate fast responses. Every slow reply meant a dramatic decrease in the likelihood of converting. With a high Average Order Value, that meant real business impact.
NOTCH SOLUTION
TRUE Resolution Across Every Sales Channel
End-to-End Integration
Notch connected directly into Idyl's entire tech stack—Shopify, Intercom, Klaviyo, DHL, and review platforms—enabling complete ticket resolution without handoffs.
Always-On Sales Support
From day one, customers could get expert jewelry guidance 24/7 across all channels: webchat, email, WhatsApp, Instagram, and SMS. No more lost midnight sales.
Complex Product Mastery
Where other AI solutions failed, Notch mastered Idyl's intricate modular system—handling personalized recommendations, sizing questions, and multi-piece configurations autonomously.
Smart Recommendations
Based on the interests and needs of shoppers, Notch’s AI agent was able to make personalized recommendations for pre-sale questions that drove higher CVR.
RESULTS
More automation. More sales. Zero hiring
+42%
Conversion Rate
Instant responses during off-hours convert customers when buying intent is highest.
0
Added FTE Headcount
Idyl avoided all new hires despite 10x business growth.
50%
Faster Resolution
Time to resolve issues was cut in half, improving CSAT.
BUSINESS IMPACT
The business impact for Idyl has been crystal clear - increased sales and higher customer satisfaction. The efficiency and scalability of their customer support operation is what unlocked many levels of business growth.
By leveraging Notch’s 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 their industry.
"With Notch, our customers get instant answers 24/7, even on complex products. It’s been a game-changer for conversion."
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