"SupportYourApp has helped us achieve high customer satisfaction scores and positive feedback on our customer support team. They also improve our response quality and timeliness. The team is highly autonomous and very adaptable to our scaling business needs." — Raechelle Hoki, Chief Marketing Officer, FitXR
FitXR is a leading VR fitness platform delivering immersive workout experiences through VR headsets. With tens of thousands of active users worldwide, FitXR combines gaming and fitness to help people achieve their health goals.
SupportYourApp has been collaborating with FitXR for five years, powering their support 7am-3pm PST weekdays. Through Intercom, our dedicated agent has been handling emails, chats, Instagram, Facebook messages, and moderating their WhatsApp community.
Challenges
FitXR wanted their support to keep pace with their growth. These were the main challenges FitXR faced:
- Seasonal Spikes: Black Friday through January brought increased ticket volumes from marketing campaigns. The workload was more than challenging for our one agent.
- Insufficient Coverage: Operating only 7am-3pm PST left customers hanging overnight. Monday mornings started with backlogs that slowed responses. When someone's fitness app is not working, they won’t wait until Monday.
Our Solution
We deployed conversational AI automation for routine emails plus strategic seasonal staffing for peak periods.
Intercom Fin AI Agent Setup
To ensure 24/7 coverage of our chats, we performed Intercom Fin AI setup. We trained and deployed it and gradually improved its performance. Here’s what we did:
- Knowledge Base Enhancement: Reviewed, updated, and expanded snippets and articles to ensure Fin AI answers were accurate.
- Smart Conversation Routing: Configured Fin AI workflows to guide users toward self-service while identifying when human intervention is needed.
- Automated High-Volume Workflows: Built automation for subscription cancellations, refund requests, and password resets. These get instant resolution without touching an agent's queue.
- Email Automation: Extended Fin AI beyond chat into email support, dramatically cutting manual workload.
- 46 Languages, One System: Activated multilingual customer support across 46 languages. Global users get help in their native language, and we resolve issues faster.
Strategic Seasonal Scaling
For Black Friday through January, we added a seasonal agent, extending coverage from 7am-3pm PST Mon-Fri to include 1pm-9pm PST Mon-Wed plus weekends. Near-24/7 coverage during critical periods without permanent night-shift overhead.
Results
Ready for the good part? Here's what we delivered with AI automation and flexible scaling:
- Expanded support capacity without adding headcount through AI automation
- Preserved service quality while dramatically increasing AI engagement
- Eliminated backlogs and delivered faster responses during peak periods
What's Next
We're transitioning our permanent consultant from support agent to full Customer Experience Manager, taking ownership of CX initiatives and long-term strategy.
The AI learning never stops. We're constantly refining Fin AI's knowledge base, analyzing conversation patterns, testing new self-service features, and monitoring performance metrics.
As FitXR continues expanding, we're ready to scale seamlessly. Five years in, and we're just getting started.
