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.schema-faq.wp-block-yoast-faq-block .schema-faq-section.is-active:after{-webkit-transform:rotateX(180deg);-moz-transform:rotateX(180deg);-ms-transform:rotateX(180deg);transform:rotateX(180deg);}.css-1e2z0wx .wp-block-list.references{padding-left:16px;}.css-1e2z0wx .wp-block-list.references li{color:#647491;font-size:14px;line-height:18px;letter-spacing:-0.01em;}.css-1e2z0wx .wp-block-list.references li+li{margin-top:16px;}.css-1e2z0wx .wp-block-list.references:before{content:"References";display:block;color:#080F1A;margin-top:40px;margin-bottom:16px;margin-left:-16px;font-size:18px;line-height:23px;letter-spacing:-0.01em;}</style><div itemProp="articleBody" class="css-1e2z0wx e1fg08q90"> <figure class="wp-block-image size-full"><img loading="lazy" decoding="async" width="922" height="274" src="https://www.tidio.com/wp-content/uploads/Percent-ADT-Security.png" alt="percentage of ADT Security Service with Lyro" class="wp-image-44720" title="percentage of ADT Security Service with Lyro" srcset="https://www.tidio.com/wp-content/uploads/Percent-ADT-Security.png 922w, https://www.tidio.com/wp-content/uploads/Percent-ADT-Security-700x208.png 700w, https://www.tidio.com/wp-content/uploads/Percent-ADT-Security-768x228.png 768w" sizes="(max-width: 922px) 100vw, 922px" /></figure> <p>Jodi Rell once said:</p> <p>“At the end of the day, the goals are simple: safety and security.”</p> <p><a href="https://www.adt.com.mx/" target="_blank" rel="noreferrer noopener">ADT Security Service</a> makes sure we feel safe when spending quality time with our loved ones and that our belongings are secure when we’re away from home. But to expand its reach and offer services to a broader audience, the company had to enhance the overall customer service experience.</p> <p>The main challenge was to improve the response time to support questions, boost customer satisfaction on their website, and increase client retention. With the help of Tidio, the business implemented AI for faster response times, used analytics to understand user behavior, and presented offers in a conversational manner.</p> <p>Let’s see how they did it.</p> <h2 class="wp-block-heading">The security of your home in the palm of your hand</h2> <p>Information about the company</p> <ul class="wp-block-list"> <li>Industry: technology</li> <li>Started year: 1874 </li> <li>Size: Presence in 50 countries</li> <li>Country of origin/headquarters: Florida, USA</li> <li>Tidio products/tactics used: chatbot filters and AI features</li> </ul> <p>American District Telegraph (ADT) Security Service started in 1874 with the union of 57 district telegraph companies. This business is part of Johnson Controls, a leading global technology and multi-industrial group that develops diversified activities and serves a wide variety of clients in more than 150 countries. </p> <p>ADT has been keeping belongings, assets, businesses, and homes safe around the world for more than a century as the global lead in security systems. People trust them with their most valuable assets, so being there for the clients is very important to ADT.</p> <h2 class="wp-block-heading" id="challanges">The challenges ADT Security Service faced</h2> <p>The trends that drove the company to look for a customer service tool included the need for faster response times, improved customer satisfaction, and increased retention. Before Tidio, ADT used a different tool, but it didn’t satisfy their needs. </p> <p><strong>The solution </strong>to this problem? </p> <p>Live chat and chatbots provided by Tidio.</p> <figure class="wp-block-image size-full"><img loading="lazy" decoding="async" width="1400" height="716" src="https://www.tidio.com/wp-content/uploads/ADT-Security-Screen.png" alt="Live chat and chatbots provided by Tidio on ADT website" class="wp-image-44722" title="Live chat and chatbots provided by Tidio on ADT website" srcset="https://www.tidio.com/wp-content/uploads/ADT-Security-Screen.png 1400w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-700x358.png 700w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-1200x614.png 1200w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-768x393.png 768w" sizes="(max-width: 1400px) 100vw, 1400px" /></figure> <p>The company uses AI functionality and chatbot department filters to improve customer service experience and cut costs. In fact, ADT chose Tidio because of the affordable pricing, easy control of the workflows, and chat specialist support.</p> <p>And now, they’re experiencing the benefits of the Plus plan, such as lowered chat cost, simplified chat workflows, and redesigned automatic responses on the website.</p> <blockquote class="blk-quote"> <p class="blk-quote__text">I did web research and an analysis of the best chat tool solution for lead generation and client support, and Tidio seemed like the solution we were looking for</p> <cite> <div> <p class="blk-quote__author-name"><strong>Cristina Verges Martinez</strong></p> <p class="blk-quote__author-signature"> SEO specialist </p> </div> </cite> <img loading="lazy" decoding="async" class="blk-quote__image" src="https://www.tidio.com/wp-content/uploads/quote-dark.svg" alt="" width="32" height="32" /> </blockquote> <p>So, let’s discover different ways in which Tidio helped this company improve.</p> <h2 class="wp-block-heading" id="cs-satisfaction">1. 30% boost in customer satisfaction</h2> <p>With Tidio, ADT Security managed to gain more control over the workflows and the support filters. This has helped the customer service team manage tickets efficiently, increasing overall client satisfaction. </p> <p>On top of that, the managers have more insight into the tickets and can ensure the quality of service is kept high during the specialist chats.</p> <p>During this period, customer feedback revealed a notable 30% improvement in overall client satisfaction.</p> <figure class="wp-block-image size-full"><img loading="lazy" decoding="async" width="1400" height="724" src="https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2.png" alt="30% boost in customer satisfaction" class="wp-image-44723" title="30% boost in customer satisfaction" srcset="https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2.png 1400w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-700x362.png 700w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-1200x621.png 1200w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-768x397.png 768w" sizes="(max-width: 1400px) 100vw, 1400px" /></figure> <h2 class="wp-block-heading" id="conversion-rate">2. Increased lead-to-sale conversion rates</h2> <p>Three of the most important metrics ADT Security measures are the number of leads generated, the conversion rate, and the number of conversations handled. </p> <p>The brand used Tidio to set up rule-based chatbots and filter conversions to departments in order to collect as well as classify leads more effectively.</p> <figure class="wp-block-image size-full"><img loading="lazy" decoding="async" width="1400" height="704" src="https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate.png" alt="rule-based chatbots and filter conversions example " class="wp-image-44848" title="rule-based chatbots and filter conversions example " srcset="https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate.png 1400w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-700x352.png 700w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-1200x603.png 1200w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-768x386.png 768w" sizes="(max-width: 1400px) 100vw, 1400px" /></figure> <p>Tidio has helped ADT boost lead generation up to about 30 prospects every week. The company also managed to boost the number of handled conversations by 45% while decreasing the number of missed conversations by 74%.</p> <p>On top of that, they increased conversions from 44% to 61% using the service tool. Lead-to-sales conversions are crucial to ADT’s business growth, which makes the results stand out even more.</p> <h2 class="wp-block-heading" id="response-time">3. 22% decrease in first response time</h2> <p>The average response time of ADT’s customer service was significantly higher than the industry standard. That’s when the managers knew they had to do something about it.</p> <p>After implementing Tidio, things started looking much brighter. The security company implemented AI chatbots on the website for faster response times and better classification of tickets to specific departments. </p> <blockquote class="blk-quote"> <p class="blk-quote__text">Compared with the last tool we used, we had the time of response down by 1 min</p> <cite> <div> <p class="blk-quote__author-name"><strong>Cristina Verges Martinez</strong></p> <p class="blk-quote__author-signature"> SEO specialist </p> </div> </cite> <img loading="lazy" decoding="async" class="blk-quote__image" src="https://www.tidio.com/wp-content/uploads/quote-dark.svg" alt="" width="32" height="32" /> </blockquote> <p>The company’s average response time decreased by nearly 22% since using Tidio. And they keep working on optimizing the tool and cutting down the time it takes for users to get the answers they need.</p> <figure class="wp-block-image size-full"><img loading="lazy" decoding="async" width="1400" height="724" src="https://www.tidio.com/wp-content/uploads/Response-time-1.png" alt="Increased lead-to-sale conversion rates" class="wp-image-44724" title="Increased lead-to-sale conversion rates" srcset="https://www.tidio.com/wp-content/uploads/Response-time-1.png 1400w, https://www.tidio.com/wp-content/uploads/Response-time-1-700x362.png 700w, https://www.tidio.com/wp-content/uploads/Response-time-1-1200x621.png 1200w, https://www.tidio.com/wp-content/uploads/Response-time-1-768x397.png 768w" sizes="(max-width: 1400px) 100vw, 1400px" /></figure> <h2 class="wp-block-heading" id="takeaway">Success is within your reach</h2> <p>Compared with other tools, the onboarding process with Tidio includes complete training of the tool. ADT staff members learned, in detail, about all the options and features they can use with the Tidio chat, how each one works, and the best way to use them. </p> <p>The complete training is the first step towards success when it comes to implementing a new platform. </p> <p>And success has followed ADT right along. </p> <p>The security company improved the efficiency of the workflows between the sales and client support departments. They also gathered the most frequently asked questions and doubts of the users from the chat conversations history. This helped the teams address customers’ pain points more quickly and effectively. On top of that, the A/B testing helped to nurture leads while making sure they became sales opportunities down the line.</p> <blockquote class="blk-quote"> <p class="blk-quote__text">In terms of flexibility, with Tidio, I have more specialized attention from the specialist chat, more control over the workflow, and more control over the client support filters.</p> <cite> <div> <p class="blk-quote__author-name"><strong>Cristina Verges Martinez</strong></p> <p class="blk-quote__author-signature"> SEO specialist </p> </div> </cite> <img loading="lazy" decoding="async" class="blk-quote__image" src="https://www.tidio.com/wp-content/uploads/quote-dark.svg" alt="" width="32" height="32" /> </blockquote> <p>Why not start improving your customer service and growing leads today?</p> <div class="blk-rebranded-cta__wrapper"> <div class="blk-rebranded-cta blk-rebranded-cta-caseStudies"> <div class="body"> <div class="content"> <p>Check how Tidio can help you reach your business goals</p> </div> <div class="blk-rebranded-cta__buttons"> <a href="https://www.tidio.com/panel/register" class="blk-rebranded-cta__button blk-rebranded-cta__button--primary blk-rebranded-cta__button--caseStudies" target="" data-tracking-name="BOFU caseStudies"> Start for free </a> </div> </div> </div> </div></div><style data-emotion="css 1rjsqje">.css-1rjsqje{width:100%;margin:36px 0 72px 0;border:none;color:#D3DBE5;}.css-1rjsqje:after{content:'. . .';display:block;text-align:center;font-size:72px;letter-spacing:-0.6px;line-height:1;}</style><hr class="css-1rjsqje e1lti7dg1"/><style data-emotion="css hvzzq2">.css-hvzzq2{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;font-size:16px;margin-top:72px;border-radius:8px;padding:32px;border:1px solid #D3DBE5;}@media (min-width: 600px){.css-hvzzq2{-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;}}.css-hvzzq2 p{margin-top:0;margin-bottom:0;font-size:14px;line-height:18px;letter-spacing:-0.01em;}.css-hvzzq2 header{font-size:24px;line-height:32px;letter-spacing:-0.01em;font-weight:600;cursor:pointer;margin-bottom:8px;}.css-hvzzq2 header a{color:inherit;-webkit-text-decoration:none;text-decoration:none;}.css-hvzzq2 header:hover{-webkit-text-decoration:underline;text-decoration:underline;}</style><div class="css-hvzzq2 e1z0l5ez0"><style data-emotion="css s8pnyb">.css-s8pnyb img{border-radius:50px;}@media (min-width: 600px){.css-s8pnyb{margin-right:40px;}}</style><div class="css-s8pnyb e1z0l5ez2"><img alt="Beata Stefanowicz" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fwww.tidio.com%2Fwp-content%2Fuploads%2Fbeata-stefanowicz-2-100x100.png&w=101&q=75 1x, /_next/image/?url=https%3A%2F%2Fwww.tidio.com%2Fwp-content%2Fuploads%2Fbeata-stefanowicz-2-100x100.png&w=256&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fwww.tidio.com%2Fwp-content%2Fuploads%2Fbeata-stefanowicz-2-100x100.png&w=256&q=75"/></div><div><header><a title="Beata Stefanowicz" href="/people/beata-stefanowicz/">Beata Stefanowicz</a></header><p>Content Writer at Tidio with a love for the written word. 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Over 300K businesses worldwide use Tidio to improve customer satisfaction, drive conversions, and increase sales."},"registerBanner":{"header":"Win your team’s time back with AI","subheader":"Automate up to 70% of common questions and recurring tasks with a conversational AI agent.","ctaText":"Start for free","ctaTextForLoggedUsers":"Go to App"},"recommendedReadings":"Recommended readings","tableOfContent":"Table of contents","newsletter":{"header":"Subscribe to our newsletter","subheader":"Get access to exclusive customer service tips, strategies and case studies."}},"tracking":{"sector":"Article","sectorCategory":"Blog"},"data":{"post":{"translationEN":{"id":"cG9zdDo0NDcxOA==","databaseId":44718,"title":"ADT Security Service Boosts Sales By 17% Using Tidio","excerpt":"Learn about the benefits ADT Security Service gained from using Tidio. Discover how it increased the conversion rate and customer satisfaction since implementing the customer service tool.","slug":"adt-case-study","date":"2023-12-21T14:11:53","modified":"2024-11-04T11:10:03","uri":"/blog/adt-case-study/","content":"\n\u003cfigure class=\"wp-block-image size-full\"\u003e\u003cimg loading=\"lazy\" decoding=\"async\" width=\"922\" height=\"274\" src=\"https://www.tidio.com/wp-content/uploads/Percent-ADT-Security.png\" alt=\"percentage of ADT Security Service with Lyro\" class=\"wp-image-44720\" title=\"percentage of ADT Security Service with Lyro\" srcset=\"https://www.tidio.com/wp-content/uploads/Percent-ADT-Security.png 922w, https://www.tidio.com/wp-content/uploads/Percent-ADT-Security-700x208.png 700w, https://www.tidio.com/wp-content/uploads/Percent-ADT-Security-768x228.png 768w\" sizes=\"(max-width: 922px) 100vw, 922px\" /\u003e\u003c/figure\u003e\n\n\n\n\u003cp\u003eJodi Rell once said:\u003c/p\u003e\n\n\n\n\u003cp\u003e“At the end of the day, the goals are simple: safety and security.”\u003c/p\u003e\n\n\n\n\u003cp\u003e\u003ca href=\"https://www.adt.com.mx/\" target=\"_blank\" rel=\"noreferrer noopener\"\u003eADT Security Service\u003c/a\u003e makes sure we feel safe when spending quality time with our loved ones and that our belongings are secure when we\u0026#8217;re away from home. But to expand its reach and offer services to a broader audience, the company had to enhance the overall customer service experience.\u003c/p\u003e\n\n\n\n\u003cp\u003eThe main challenge was to improve the response time to support questions, boost customer satisfaction on their website, and increase client retention. With the help of Tidio, the business implemented AI for faster response times, used analytics to understand user behavior, and presented offers in a conversational manner.\u003c/p\u003e\n\n\n\n\u003cp\u003eLet’s see how they did it.\u003c/p\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\"\u003eThe security of your home in the palm of your hand\u003c/h2\u003e\n\n\n\n\u003cp\u003eInformation about the company\u003c/p\u003e\n\n\n\n\u003cul class=\"wp-block-list\"\u003e\n\u003cli\u003eIndustry: technology\u003c/li\u003e\n\n\n\n\u003cli\u003eStarted year: 1874\u0026nbsp;\u003c/li\u003e\n\n\n\n\u003cli\u003eSize: Presence in 50 countries\u003c/li\u003e\n\n\n\n\u003cli\u003eCountry of origin/headquarters: Florida, USA\u003c/li\u003e\n\n\n\n\u003cli\u003eTidio products/tactics used: chatbot filters and AI features\u003c/li\u003e\n\u003c/ul\u003e\n\n\n\n\u003cp\u003eAmerican District Telegraph (ADT) Security Service started in 1874 with the union of 57 district telegraph companies. This business is part of Johnson Controls, a leading global technology and multi-industrial group that develops diversified activities and serves a wide variety of clients in more than 150 countries.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eADT has been keeping belongings, assets, businesses, and homes safe around the world for more than a century as the global lead in security systems. People trust them with their most valuable assets, so being there for the clients is very important to ADT.\u003c/p\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\" id=\"challanges\"\u003eThe challenges ADT Security Service faced\u003c/h2\u003e\n\n\n\n\u003cp\u003eThe trends that drove the company to look for a customer service tool included the need for faster response times, improved customer satisfaction, and increased retention. Before Tidio, ADT used a different tool, but it didn’t satisfy their needs.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003e\u003cstrong\u003eThe solution \u003c/strong\u003eto this problem?\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eLive chat and chatbots provided by Tidio.\u003c/p\u003e\n\n\n\n\u003cfigure class=\"wp-block-image size-full\"\u003e\u003cimg loading=\"lazy\" decoding=\"async\" width=\"1400\" height=\"716\" src=\"https://www.tidio.com/wp-content/uploads/ADT-Security-Screen.png\" alt=\"Live chat and chatbots provided by Tidio on ADT website\" class=\"wp-image-44722\" title=\"Live chat and chatbots provided by Tidio on ADT website\" srcset=\"https://www.tidio.com/wp-content/uploads/ADT-Security-Screen.png 1400w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-700x358.png 700w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-1200x614.png 1200w, https://www.tidio.com/wp-content/uploads/ADT-Security-Screen-768x393.png 768w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" /\u003e\u003c/figure\u003e\n\n\n\n\u003cp\u003eThe company uses AI functionality and chatbot department filters to improve customer service experience and cut costs. In fact, ADT chose Tidio because of the affordable pricing, easy control of the workflows, and chat specialist support.\u003c/p\u003e\n\n\n\n\u003cp\u003eAnd now, they’re experiencing the benefits of the Plus plan, such as lowered chat cost, simplified chat workflows, and redesigned automatic responses on the website.\u003c/p\u003e\n\n\n\n\u003cblockquote class=\"blk-quote\"\u003e\n \u003cp class=\"blk-quote__text\"\u003eI did web research and an analysis of the best chat tool solution for lead generation and client support, and Tidio seemed like the solution we were looking for\u003c/p\u003e\n\n \u003ccite\u003e\n \u003cdiv\u003e\n \u003cp class=\"blk-quote__author-name\"\u003e\u003cstrong\u003eCristina Verges Martinez\u003c/strong\u003e\u003c/p\u003e\n \u003cp class=\"blk-quote__author-signature\"\u003e SEO specialist \u003c/p\u003e\n \u003c/div\u003e\n \u003c/cite\u003e\n \n \u003cimg loading=\"lazy\" decoding=\"async\" class=\"blk-quote__image\" src=\"https://www.tidio.com/wp-content/uploads/quote-dark.svg\" alt=\"\" width=\"32\" height=\"32\" /\u003e\n\n \u003c/blockquote\u003e\n\n\n\u003cp\u003eSo, let\u0026#8217;s discover different ways in which Tidio helped this company improve.\u003c/p\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\" id=\"cs-satisfaction\"\u003e1. 30% boost in customer satisfaction\u003c/h2\u003e\n\n\n\n\u003cp\u003eWith Tidio, ADT Security managed to gain more control over the workflows and the support filters. This has helped the customer service team manage tickets efficiently, increasing overall client satisfaction.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eOn top of that, the managers have more insight into the tickets and can ensure the quality of service is kept high during the specialist chats.\u003c/p\u003e\n\n\n\n\u003cp\u003eDuring this period, customer feedback revealed a notable 30% improvement in overall client satisfaction.\u003c/p\u003e\n\n\n\n\u003cfigure class=\"wp-block-image size-full\"\u003e\u003cimg loading=\"lazy\" decoding=\"async\" width=\"1400\" height=\"724\" src=\"https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2.png\" alt=\"30% boost in customer satisfaction\" class=\"wp-image-44723\" title=\"30% boost in customer satisfaction\" srcset=\"https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2.png 1400w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-700x362.png 700w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-1200x621.png 1200w, https://www.tidio.com/wp-content/uploads/Customer-satisfaction-2-768x397.png 768w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" /\u003e\u003c/figure\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\" id=\"conversion-rate\"\u003e2. Increased lead-to-sale conversion rates\u003c/h2\u003e\n\n\n\n\u003cp\u003eThree of the most important metrics ADT Security measures are the number of leads generated, the conversion rate, and the number of conversations handled.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eThe brand used Tidio to set up rule-based chatbots and filter conversions to departments in order to collect as well as classify leads more effectively.\u003c/p\u003e\n\n\n\n\u003cfigure class=\"wp-block-image size-full\"\u003e\u003cimg loading=\"lazy\" decoding=\"async\" width=\"1400\" height=\"704\" src=\"https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate.png\" alt=\"rule-based chatbots and filter conversions example \" class=\"wp-image-44848\" title=\"rule-based chatbots and filter conversions example \" srcset=\"https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate.png 1400w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-700x352.png 700w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-1200x603.png 1200w, https://www.tidio.com/wp-content/uploads/Increased-lead-to-sale-conversion-rate-768x386.png 768w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" /\u003e\u003c/figure\u003e\n\n\n\n\u003cp\u003eTidio has helped ADT boost lead generation up to about 30 prospects every week. The company also managed to boost the number of handled conversations by 45% while decreasing the number of missed conversations by 74%.\u003c/p\u003e\n\n\n\n\u003cp\u003eOn top of that, they increased conversions from 44% to 61% using the service tool. Lead-to-sales conversions are crucial to ADT’s business growth, which makes the results stand out even more.\u003c/p\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\" id=\"response-time\"\u003e3. 22% decrease in first response time\u003c/h2\u003e\n\n\n\n\u003cp\u003eThe average response time of ADT’s customer service was significantly higher than the industry standard. That’s when the managers knew they had to do something about it.\u003c/p\u003e\n\n\n\n\u003cp\u003eAfter implementing Tidio, things started looking much brighter. The security company implemented AI chatbots on the website for faster response times and better classification of tickets to specific departments.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cblockquote class=\"blk-quote\"\u003e\n \u003cp class=\"blk-quote__text\"\u003eCompared with the last tool we used, we had the time of response down by 1 min\u003c/p\u003e\n\n \u003ccite\u003e\n \u003cdiv\u003e\n \u003cp class=\"blk-quote__author-name\"\u003e\u003cstrong\u003eCristina Verges Martinez\u003c/strong\u003e\u003c/p\u003e\n \u003cp class=\"blk-quote__author-signature\"\u003e SEO specialist \u003c/p\u003e\n \u003c/div\u003e\n \u003c/cite\u003e\n \n \u003cimg loading=\"lazy\" decoding=\"async\" class=\"blk-quote__image\" src=\"https://www.tidio.com/wp-content/uploads/quote-dark.svg\" alt=\"\" width=\"32\" height=\"32\" /\u003e\n\n \u003c/blockquote\u003e\n\n\n\u003cp\u003eThe company’s average response time decreased by nearly 22% since using Tidio. And they keep working on optimizing the tool and cutting down the time it takes for users to get the answers they need.\u003c/p\u003e\n\n\n\n\u003cfigure class=\"wp-block-image size-full\"\u003e\u003cimg loading=\"lazy\" decoding=\"async\" width=\"1400\" height=\"724\" src=\"https://www.tidio.com/wp-content/uploads/Response-time-1.png\" alt=\"Increased lead-to-sale conversion rates\" class=\"wp-image-44724\" title=\"Increased lead-to-sale conversion rates\" srcset=\"https://www.tidio.com/wp-content/uploads/Response-time-1.png 1400w, https://www.tidio.com/wp-content/uploads/Response-time-1-700x362.png 700w, https://www.tidio.com/wp-content/uploads/Response-time-1-1200x621.png 1200w, https://www.tidio.com/wp-content/uploads/Response-time-1-768x397.png 768w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" /\u003e\u003c/figure\u003e\n\n\n\n\u003ch2 class=\"wp-block-heading\" id=\"takeaway\"\u003eSuccess is within your reach\u003c/h2\u003e\n\n\n\n\u003cp\u003eCompared with other tools, the onboarding process with Tidio includes complete training of the tool. ADT staff members learned, in detail, about all the options and features they can use with the Tidio chat, how each one works, and the best way to use them.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eThe complete training is the first step towards success when it comes to implementing a new platform.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eAnd success has followed ADT right along.\u0026nbsp;\u003c/p\u003e\n\n\n\n\u003cp\u003eThe security company improved the efficiency of the workflows between the sales and client support departments. They also gathered the most frequently asked questions and doubts of the users from the chat conversations history. This helped the teams address customers’ pain points more quickly and effectively. On top of that, the A/B testing helped to nurture leads while making sure they became sales opportunities down the line.\u003c/p\u003e\n\n\n\n\u003cblockquote class=\"blk-quote\"\u003e\n \u003cp class=\"blk-quote__text\"\u003eIn terms of flexibility, with Tidio, I have more specialized attention from the specialist chat, more control over the workflow, and more control over the client support filters.\u003c/p\u003e\n\n \u003ccite\u003e\n \u003cdiv\u003e\n \u003cp class=\"blk-quote__author-name\"\u003e\u003cstrong\u003eCristina Verges Martinez\u003c/strong\u003e\u003c/p\u003e\n \u003cp class=\"blk-quote__author-signature\"\u003e SEO specialist \u003c/p\u003e\n \u003c/div\u003e\n \u003c/cite\u003e\n \n \u003cimg loading=\"lazy\" decoding=\"async\" class=\"blk-quote__image\" src=\"https://www.tidio.com/wp-content/uploads/quote-dark.svg\" alt=\"\" width=\"32\" height=\"32\" /\u003e\n\n \u003c/blockquote\u003e\n\n\n\u003cp\u003eWhy not start improving your customer service and growing leads today?\u003c/p\u003e\n\n\n\u003cdiv class=\"blk-rebranded-cta__wrapper\"\u003e\n \u003cdiv class=\"blk-rebranded-cta blk-rebranded-cta-caseStudies\"\u003e\n \u003cdiv class=\"body\"\u003e\n \u003cdiv class=\"content\"\u003e\n \u003cp\u003eCheck how Tidio can help you reach your business goals\u003c/p\u003e\n \u003c/div\u003e\n\n \u003cdiv class=\"blk-rebranded-cta__buttons\"\u003e\n \u003ca href=\"https://www.tidio.com/panel/register\"\n class=\"blk-rebranded-cta__button blk-rebranded-cta__button--primary blk-rebranded-cta__button--caseStudies\"\n target=\"\"\n data-tracking-name=\"BOFU caseStudies\"\u003e\n Start for free \u003c/a\u003e\n \u003c/div\u003e\n \u003c/div\u003e\n \u003c/div\u003e\n\n \u003c/div\u003e","status":"publish","seo":{"breadcrumbs":[{"text":"Tidio","url":"https://www.tidio.com/"},{"text":"Case Studies","url":"https://www.tidio.com/blog/category/case-studies/"},{"text":"ADT Security Service Boosts Sales By 17% Using Tidio","url":"https://www.tidio.com/blog/adt-case-study/"}],"title":"ADT Security Service Boosts Sales By 17% Using Tidio","metaDesc":"Discover how ADT Security Service increased conversions and client satisfaction using Tidio. 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