Cure.fit Enhances Customer Support and Adherence to SLAs with Freshdesk

Cure.fit, founded in 2016, has become a major disruptor in the Indian fitness industry. It has encouraged thousands of Indians to embark on their fitness journey by expanding the concept of ‘exercise’ beyond conventional gyms. Starting initially with trainer-led fitness classes, Cure.fit has now expanded into all areas of wellness, including mental wellbeing, food, and telemedicine. The company recognized early on that superior customer experience could be a significant differentiator for the brand. As such, they implemented Freshdesk early in their journey and have grown side-by-side with the solution.

Cure.fit, a disruptor in the Indian fitness industry, faced challenges in maintaining an agile support team, increasing ticket resolution speed, and gaining a holistic view of the customer journey. As the company rapidly scaled up, the need for a dedicated customer experience team became apparent. The company's core philosophies included the belief that customer support should be the final frontier, meaning their products should be so good that customer support is rarely needed. They also believed in the importance of speed in resolving customer issues and empowering their support consultants with the right tools. However, the use of shared inboxes was proving to be an obstacle in achieving these objectives. Cure.fit needed a customer service solution that could manage customer interactions in totality and provide a stellar experience.

Cure.fit implemented Freshdesk, a comprehensive customer service solution, to manage tickets from customers, partners, and employees. These queries came in through various channels and were converted into tickets on Freshdesk. Cure.fit also developed an employee SOS helpline using Freshdesk for gym trainers and delivery executives who often work late into the night. The alert created a ticket with the employee’s contact information and location coordinates for immediate assistance. To maintain a lean support team, incoming tickets were prioritized and routed based on the vertical and the urgency of the queries. Cure.fit also integrated their CRM solution with Freshdesk to provide consultants with more context when handling tickets. Other integrations included calls, Jira, and Odin. Freshdesk’s open APIs improved visibility of the ticket journey at all levels, enabling data-driven decision making.

• The implementation of Freshdesk has significantly improved Cure.fit's customer support operations. The automatic routing of tickets based on verticals and the integration with CRM and Jira to track ticket progress have streamlined the ticket resolution process. The development of an employee SOS button has also improved safety for gym trainers and delivery executives. The company has been able to maintain a relatively small support team despite having a large customer base across India. The use of Freshdesk has also enabled the company to provide a more personalized and efficient customer service experience. Looking ahead, Cure.fit plans to continue evolving its online offerings and is considering adding WhatsApp as a support platform, in addition to improving response times on social media, particularly Instagram.

• 95% of tickets resolved within Service Level Agreements (SLAs)

• 60% of tickets resolved within 4 hours

• 76% of tickets resolved within 12 hours