Scaling Customer Support for a Rapidly Growing Health & Fitness App: Entering New Markets

Customer Support Setup: We’ve supported this client for six years, managing customer inquiries via email for two products. Agents handle around 300 tickets daily, scaling up during peak seasons. They cover issues like password recovery, functionality queries, subscriptions, step count accuracy, and coin-based transactions. Over the past year, we introduced an AI chatbot that assists with routine queries, allowing agents to monitor and ensure smooth service.

Brand Reputation Management: Our team adapts to seasonal fluctuations and oversees brand reputation on the App Store and Google Reviews.

Scaling support to meet rapid growth was key as customer inquiries surged with expansion into new markets. Our team adapted to maintain timely responses and high-quality service during this fourfold increase in demand.

We’ve been with this client from the beginning, scaling our support team as their app expanded to new countries. When ticket volume quadrupled in 2022 due to a new product launch, we quickly scaled up, adding 15 agents in just under a month.

As demand grew, we adapted to meet the increasing number of requests, extending our coverage to seven days a week to ensure users received responses within 24 hours. We also optimized the processes through implementation of AI solution. 

This flexibility allowed us to keep pace with their global growth and user expectations.