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.

What the Client Said

Freeletics

“Working with the team at DigitalGenius has been fantastic. The guidance they provided made sure we delivered a great experience. Getting agents excited about DigitalGenius has been easy. Suggested responses help them resolve cases faster and they know that as they work with the AI, they train the automation to get better and free their time for more complex tasks.”

Highlights

90 % CSAT on all cases handled by DigitalGenius
3 mins Saved on every ticket handled by DigitalGenius
50 % Decrease in Average Handling Time

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

90%

CSAT on all cases handled by DigitalGenius
3 mins

Saved on every ticket handled by DigitalGenius
50%

Decrease in Average Handling Time

Freeletics

There has been a 50% decrease in average handle time at Freelatics

What the Client Said

Freeletics

Highlights

The Solution

Results

90%

3 mins

50%

Try it out (for free!)