“At Fithouse we strive to provide a one-of-a-kind, high-end wellness experience and everything we do is in service of that goal - from studio design and cutting edge equipment to highly trained instructors and a best-in-class customer experience,” explained Yarden Hillel Bitton, COO, Fithouse. “To help us stand out from competitors, we knew we needed to build better conversations and connections with customers, while helping our employees make efficient use of their time. The Vonage team worked closely with us to create an intelligent solution that provides instant engagement with customers and potential customers any time of the day or night, even as employees are working with people in-studio and not by the phone.”
Fithouse leverages Vonage AI Studio, a low code/no code conversation designer that empowers developers and non-developers alike to create and deploy customer engagement experiences that operate in natural language on any channel, to ensure they have the support for their customers or prospective customers no matter where they are in the customer journey.
Fitness Support on Demand, 24/7
Customers are simply more likely to stay with a brand if there is an immediate response when they have a question or need, even if it doesn’t come from a live person. Fithouse understands that a wellness journey may not always happen when one of their employees is able to get to a phone. Rather than getting a busy signal during open hours, or no answer at all during off hours, Fithouse enabled an outbound message for immediate engagement.
“Often our customers or prospective customers will want to communicate with us after hours, or even when we are open but helping other customers. We want to ensure that they are able to connect with us at any time, so that they can feel like they are doing something for themselves and making progress on their wellness journey,” explained Yarden Hillel Bitton, COO of Fithouse Israel. “Open two-way communication at all times is crucial to keeping current customers happy with their experience, while also keeping customer leads hot so we can follow up with prospects with fast, personalized responses. Vonage AI Studio enables us to provide this level of enhanced engagement and support over the WhatsApp channel.”
Vonage AI Studio enables businesses like Fithouse to communicate with customers across their preferred channel including voice, WhatsApp, SMS, and HTTP and to create and deploy end-to-end conversations in real-time, relieving pressure on employees. If no one at the Fithouse studio is available to take a call, the voicebot will answer and tell the caller about the option to connect with the WhatsApp chatbot, designed to answer customer questions. If the customer agrees, the virtual agent is triggered and will reach out to the caller directly, thus enabling an immediate response that is more likely to keep that individual in their customer journey. Since launching the solution, Fithouse customers have engaged in 500+ self-serve conversations using the WhatsApp channel, with many customers initiating interactions directly with the bot when they have a question.
“What fits you?”
To help attract and guide new customers to their wellness centers, Fithouse began the interactive “What fits you?” campaign. The campaign is designed to gather information about what each individual prefers in their wellness journey and consists of a quiz – also built using Vonage AI Studio – that asks customers three simple questions to determine what they might need from Fithouse: preferred workout schedules, types of physical activities they enjoy, and their fitness levels. As individuals respond, Vonage AI Studio enables Fithouse to conduct an end-to-end interaction in real-time, regardless of time of day, so employees can focus on face-to-face interactions when the facilities are open, and can continue that experience after hours. Since implementation earlier this year, Fithouse has been able to consistently secure more than 700 inquiries per month that would have otherwise been lost.
Meeting customers where they are in their fitness journey and providing personalized guidance is a key focus for the Fithouse team. With the Vonage AI Studio “users” feature, Fithouse is able to store information about each customer so they won’t have to validate their credentials each time they engage with the company, enabling Fithouse to create personal connections and increasing efficiency so customers can get the information they need and get on with their day.
Fithouse also saves time in the lead qualification process, storing the right data so that instructors know where to place new customers not only in their customer journey, but their wellness journey. This enables Fithouse to provide a uniquely personalized approach to training according to their fitness levels. The intelligent Vonage communications solution empowers Fithouse team members to best serve all customers - face-to-face, virtual, old and new.