Lose It! + Solvvy: Scaling Support on a Budget

The Lose It! support team was able to scale as their ticket count was growing faster than their budget for additional head count.

x


70%
Self-service rate
$368,325
Cost savings
73,665
Self-service resolutions
245
Knowledge Base articles improved based on insights from Analytics

Executive Summary

Lose It! is a leading digital health and fitness platform for everyday people. By delivering an easy, convenient, personalized program, Lose It! empowers people to achieve healthier lives and reach their weight-loss goals, regardless of age or lifestyle.

Hoping to allow users to self-serve on common questions so customers could get back to using their product without waiting on the customer care team to reply, Lose It! partnered with Solvvy in early 2019. Since partnering, Solvvy has enabled them to: 

  • Support the company’s rapid customer growth without adding headcount
  • Implement an out-of-the-box automation and self-service solution without the need of engineering resources 
  • Focus on more challenging Tier 2 and Tier 3 support issues with Solvvy handling the basic ones
  • Measure their team and their help center’s effectiveness with Analytics

Background Summary

Lose It! delivers a comprehensive personalized digital fitness platform to help people achieve their weight loss goals. Since its inception in 2008, 40 million Lose It! members have shed over 90 million pounds and the company’s app has gone on to be selected as Editor’s Choice in iTunes App Store and ranked as the top-grossing app in the Health & Fitness category.  From the early days, Lose It! strived to deliver an effortless customer experience and world-class support for all users even as the app gained in popularity. As a Freemium service, it was critical that the team figured out a way to scale their impact and deliver amazing experiences without burdening their support team.

Lose It!’s Customer Support team used another chatbot to help manage and curb their increasing email support volumes. But they weren’t satisfied with the experience or insights provided by the tool, they looked at other AI-powered solutions to increase self-service rates and landed on Solvvy, which they could quickly implement without engineering resources.

Challenges

Lose It! faced many challenges that fast-growing companies often face in their early stages. Customers loved their product, but they had a fast release schedule with changes being made on iOS and Android weekly. Their small support team was soon inundated with support requests and was spending most of their time on simple “Tier 1” issues rather than the more complex “Tier 2” and “Tier 3” tickets.

As they juggled the constant product updates and support tickets, the Customer Support team knew that regularly updating their Help Center and guiding customers to the right content was going to be critical. They were eager to see if their efforts were working, but lacked the visibility they needed. “We didn’t know what articles were working, what articles weren’t working, and how we could be more intelligent about what content we were surfacing for our users. We wanted a solution that would help us do all those things.” –  Whitney Klinkner, VP of Customer Care, Lose It!

The Solvvy Solution

Lose It! initially tested another chatbot and evaluated other intelligent self-service solutions, but Solvvy stood out and became a front runner because the platform allowed Lose It! to accomplish their goals of delivering world-class support to all of its customers, whether they paid for the service or not. 

Solvvy began working within weeks without any engineering resources. Lose it! was only 37 employees when they partnered with Solvvy and they didn’t want to dedicate their scarce engineering resources to install, train, and maintain a solution. Fortunately, Solvvy’s machine learning solution was able to integrate easily with Zendesk’s CRM and learn from Lose It!’s previous ticket data. In addition, Solvvy’s natural language processing made it possible to understand each customer’s true intent and extracts the relevant information from Lose It’s knowledge base when a question is asked.

“At the end of the day, Solvvy offers helpful content, which drives people back to using our product and doing what’s best for the company in terms of helping people lose weight, helping us convert people, and helping us grow our business. I don’t think our self-service would be in nearly as good a shape as it is without using this platform.” – Whitney Klinkner, VP of Customer Care, Lose It!

Lose It! is a freemium service model and they have a ton of users who are customers without paying for the service. When the non-paying users have an issue, the customer care team would try to answer their questions as soon as possible, but their tickets would go to the back of the queue because they were non-paying customers. With their goal of providing an excellent customer experience to all of their customers, the team knew they’d need to look for a solution that was more effective than just adding headcount. By offering a world-class experience to every customer (both free and paid), they have been able to drive conversion to their premium model and this has, in turn, helped fuel Lose It!’s growth.

Solvvy has allowed for all of Lose It!’s customers to resolve their issues quickly, even through a Solvvy Workflow that helps customers who are cancelling their subscription and want a refund. “We try to make that simple,” Klinkner says. “Our belief is that if a customer is ready to cancel, standing in their way will only make them more frustrated. When they’re ready to come back, our brand will still be top of mind.”

The LoseIt! team was also able to better handle their seasonal ticket spike, which happens every January—the new year resolution season—when people are focused on fitness and self-improvement goals. Last year, the LoseIt! team saw almost a 60% increase in tickets, but their self-service rate held steady at 65%. Klinkner reports they’re no longer increasing staffing for January, in a large part due to Solvvy.

“Our company grew, our customer base grew, and we are down six percent in tickets YoY. That’s a great testament to the number of people that are able to utilize our self-service than they were able to previously before we partnered with Solvvy.”

– Whitney Klinkner, VP of Customer Care, Lose It!

Results and What’s Next

Since adding Solvvy, Lose It! was able to pursue a strategy of better efficiency and monetization without growing headcount or ticket volume. As their customer base grew and their company expanded, their ticket volume has actually decreased due to improved self-service and their headcount has remained flat. 

Solvvy gave LoseIt! insight into the gaps in their Knowledge Base and helped them identify commonly asked questions and the corresponding gaps in their KB content and answers. They’ve updated over 200 Knowledge Base articles on Solvvy’s insights and their self-service rate has improved from 40% to 70% with Solvvy.

Going forward, the Lose It! Customer Care team is looking forward to implementing Solvvy’s automated workflows to further improve their customer experience and better educate their customers. For instance, a Solvvy Workflow might give users the option to shift to a different payment plan rather than cancel, if they so choose. As their partnership with Solvvy continues to grow, Lose It! will provide the best possible experience to all of their customers so they can continue to achieve their weight loss goals.

See How Solvvy Can Help Scale Your Support Team

Achieved 40% self-service rate in four languages.
Nourishing relationships with quick responses.
Reduced First Response Time 28%