A macaron startup turns 70% of chats into orders
In plain words
Small macaron brand Pastreez uses Tidio chat to catch every lead, including corporate gift orders.
What happened: 70% of chats became orders, and it won business clients like Netflix and Google.
Source: tidio.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List the questions buyers ask before ordering (delivery, gifting, bulk).
- 2
Rewrite your help articles for those topics so each has one clear answer.
- 3
Connect Tidio Lyro AI agent to your helpdesk and knowledge base and paste the prompt below as its instructions.
- 4
Run it on 50 real past tickets and fix every wrong or vague answer.
- 5
Go live on one channel, review a sample every week, then add channels.
The instructions to give the AI
Paste this into Tidio Lyro (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You help shoppers at [store]. Answer from the FAQ and product pages only. For order status, ask for the order number and look it up. For quotes or bulk orders, collect name, email, quantity and date, then pass to the team. Short, friendly replies.
[Highlighted] = replace with your own details before you run it.
What you should get back: "For a corporate gift box of 50, can I take your name, email and delivery date?"
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Tidio Lyro AI agent
You could use: Tidio Lyro AI agent
- Tidio Lyro
Website chat with an AI agent for small shops; answers FAQs and captures leads.
Lyro from $32.50/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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