PRESTIGE

The Client

  • Germany’s premier manufacturer of electronic gym equipment and connected apps
  • 1000 of 6000 gyms in Germany use eGym’s products
  • Its apps are used by athletes and coaches alike
  • eGym partners with more than 50 industry partners including Matrix, Precor, Polar, and Runkeeper
COMPLEXITY

The Challenge

  • Create a support solution that could grow with eGym as it expanded into new markets
  • Integrate with eGym’s existing ticketing system
  • Make the support available both on the web and mobile apps
OPTIMIZATION

The Results

  • A custom-branded digital agent that’s available to all eGym customers
  • On average, customers receive a solution to their support request in 15 seconds
  • 93% of customers getting a solution proposed, do not contact a human agent afterward
  • 30% fewer tickets despite of a 40% growth in customers
  • More than 25.000 solutions proposed in just one year
  • Integrated on eGym’s website, the agent is reachable 24/7
  • Seamless Salesforce integration creates tickets for unsolved requests
We are getting more insights from our Solvemate’s CSM monthly analysis than with our own CRM System.

Patrick Waldhauer
HOO
eGym

eGym is Germany’s premier supplier of digital gym equipment and services. Its smart machines use state of the art technology for efficient workouts—and even provide guidance or personalization on an integrated screen. With eGym’s fitness app, athletes can also get personalized training plans or connect their activity trackers.

As eGym began expanding into new markets, it decided to rethink its approach to support: To avoid many more support requests as it added customers, it began working with Solvemate.
We receive an amazing support with fast and relevant responses.

Maximilian Fischer
Support Agent
eGym

Solvemate builds virtual agents that automate customer support. The virtual agent is integrated on a website or in an app where it asks people with support requests a series of dynamically generated questions. That way, it can identify and solve their issues in seconds. This is particularly great for taking care of repetitive requests the company receives — such as questions about pricing or app usage.

For eGym, which received many of the same requests, the approach made lots of sense. By getting most of their customers a quick answer, they could stop showing their support team’s phone number or e-mail on their website and resolve most requests before even creating a ticket for them.

eGym launched their own virtual agent in summer 2017, both on their German website and on their German Android app. Ever since, it has solved more than 25.000 requests—and allowed eGym to grow its business without having to deal with an flood of new requests. Crucially, all requests the virtual agent cannot answer are directly forwarded to eGym’s Salesforce, where human agents quickly address them.

What’s more, eGym now uses to Solvemate to better understand its customers and their most common complaints. It learns what they are asking, which questions are asked most frequently, and use that information tweak their app and avoid future problems. When a bug appears in the app, eGym’s support team now adds information about it to their virtual agent — and prevents complaints before they can happen.
average response time
15 seconds
self service rate
93%
70%
precision rate
Seamless integration
with Salesforce
We have 30% less cases in Salesforce than last year, while we have 40% more users.

Maximilian Fischer
Support Agent
eGym

The key to eGym’s partnership with Solvemate have been regular exchanges: Since launching the virtual agent, the teams from both companies have regular meetings to discuss the agent’s performance. They decide which knowledge to add, or which features are still needed. Frequently, Solvemate’s customer success team will create custom-solutions for eGym based on these discussions.

To leverage automatic support even further, eGym is now expanding their cooperation with Solvemate. As it’s easy to add more languages to the virtual agent, it just started offering support in English in addition to German.

The company also wants to route even more requests through its virtual agent and is working with Solvemate to make sure requests from its Facebook page will get answered automatically. And having just acquired the company NetPulse, eGym wants to streamline that company’s support by introducing its own virtual agent for it.

Already, the numbers look promising. Doubling down on their virtual agent will allow eGym to keep growing and offering great service—while keeping support requests under control.

Already, the numbers look promising. Doubling down on their virtual agent will allow eGym to keep growing and offering great service—while keeping support requests under control.