Customer Success Story: ClassPass + Decagon

ClassPass is a versatile fitness membership that offers users access to over tens of thousands of gyms, studios, and wellness experiences across more than 2,500 cities worldwide. By providing a wide variety of classes, from yoga and Pilates to boxing and spinning, ClassPass caters to diverse fitness interests and schedules. It encourages a healthier lifestyle by making it easy and convenient to try new workouts and maintain an active routine. With its flexible membership plans and a network that spans five continents, ClassPass is a great way to discover and enjoy fitness in an enjoyable, cost-effective manner.

Customer satisfaction and efficient support operations are critical to ClassPass’s business. ClassPass faced significant challenges in managing their increasing volume of customer interactions. To address these challenges, ClassPass partnered with Decagon, leveraging its advanced AI-powered solutions to streamline their customer support framework.

ClassPass was grappling with two key issues: 1) an increasing volume of customer interactions and 2) high operational costs due to maintaining their large support team.

Cyclical volume required a large support team to handle fluctuating volume, resulting in high operational costs, putting pressure on the company’s budget. And ClassPass’s existing CX tech stack lacked the necessary integrations to automate high volume ticket types, resulting in a significant manual workload for their support agents.

ClassPass launched a formal RFP process to evaluate the top AI customer support solutions. The ClassPass team ultimately evaluated Decagon against 12 other AI solutions. Decagon won the process based on better results in four key areas: 1) accuracy of customer responses (as measured by QA scores), 2) no code tools that enabled a CX team to operationalize and manage a bot (i.e., content management and analytics), 3) best-in-class support and responsiveness from Decagon, and 4) cost savings from implementing an AI agent.

Decagon and ClassPass’s partnership shows the value of AI-powered customer support solutions. Our collaboration with ClassPass involved a multi-faceted approach to enhance their customer support operations:

1. Fully Generative Customer Support Chatbot:
   1. Scalability: Decagon’s solution ensures that no matter how large ClassPass scales, no customer query goes unanswered. Moreover, the customer experience is greatly improved with Decagon providing hyper-personalized, instant answers specific to members’ accounts and historical reservations.
   2. Channels: Our solutions supported both chat and email tickets, providing members with their preferred communication channels.
2. Chat expansion:
   1. Ticket mix shift: Based on CSAT scores and utilization, Chat is the channel of choice for ClassPass consumers. Ticket deflection allows ClassPass to handle more chat tickets and expand their Chat hours of operations from 16 hours 5 days a week to 24 hours 7 days a week.
3. AI-Powered Agent Assist:
   1. Simplified workflows: Hundreds of ClassPass agents utilize our Agent Assist product integrated into Zendesk. This tool empowers agents with AI response suggestions, knowledge base resources, and streamlined workflows.
   2. Efficiency: By automating repetitive tasks and providing instant access to information, Agent Assist enhances agent productivity and reduces customer response times.
4. Cost Savings:
   1. Resource Optimization: Our solutions enabled ClassPass to greatly increase the efficiency of the support operation through superior deflection. This resulted in large annual savings, significantly reducing operational costs while maintaining high service levels.
5. Consolidation of CX tech stack:
   1. Unified tooling: Decagon's translation quality surpassed that of ClassPass's localization vendor, enabling ClassPass to not renew that vendor. Foreign language CSAT is at parity with native language tickets for the first time.

By addressing ClassPass’s specific challenges, we enhanced their support operations, improved customer satisfaction, and delivered substantial cost savings. This partnership underscores our commitment to helping businesses achieve operational excellence through human-like AI agent solutions. ClassPass continues to benefit from our advanced tools and integrations, positioning them as a leader in customer-centric service in the wellness and training sector. Our ongoing collaboration ensures that ClassPass remains at the forefront of customer support innovation, ready to meet the evolving needs of their members.