Higher Margin with New Support Experience
In order to resolve one support ticket, Cult.fit spent more than $2. This ate away from the little margin we had in online fitness business. With the use of FAQs, smart query detection, automation and better design principles, we were able to reduce support tickets per order by 85% while maintaining NPS of 70+.
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Posted Sep 22, 2023
Cult.fit spent more than $2 to resolve each support ticket. Re-imagined Support experience to reduce the tickets per order by 85% while maintaining a 70+ NPS.
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