Cyclical volume restricted support to 16/5 shifts. AI now resolves inquiries 24/7, replacing manual queues with instant answers.
A global fitness membership platform connects users to tens of thousands of gyms and wellness experiences across 2,500 cities on five continents.
Cyclical volume fluctuations required a large support team to handle peaks, driving up operational costs. The existing tech stack lacked integrations...
“Though we already had a robust Voice of the Customer program and an understanding of customer inquiries we thought we could deflect, we saw 10x higher deflection at launch than we anticipated. And while ticket deflection was our primary goal, Decagon has also allowed us to scale our Chat program to 24/7 while hitting critical CX metrics (e.g., FRT, CSAT) at the same time.”
Subscription marketplace for fitness classes, gym access, and wellness services.
Generative AI platform for automated enterprise customer support and workflows.
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