Freeletics
There has been a 50% decrease in average handle time at Freelatics
Since 2014 Freeletics has been offering customers custom digital training with AI coaching. Now with over 40 million users, 160 employees and a clothing line, Freeletics has become one of the fastest-growing sports and lifestyle companies in the world. With the number of users continuously increasing, customer service has become more stretched and in some cases, it takes days for customers to receive answers for their basic queries.
Highlights
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90 % CSAT on all cases handled by DigitalGenius
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3 mins Saved on every ticket handled by DigitalGenius
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50 % Decrease in Average Handling Time
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The Solution
Digital Genius implemented automation capabilities for cancellation and refunds in English and French. This involved processing information from Zendesk and internal backend systems.
Results
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90%
CSAT on all cases handled by DigitalGenius
-
3 mins
Saved on every ticket handled by DigitalGenius
-
50%
Decrease in Average Handling Time