How Healthdesk helped Tremont Athletic Club provide 5-star service
$256
captured memberships per week
2m 33s
average customer response time
87
monthly average Net Promoter Score
Healthdesk enables us to streamline member communication 24/7/365. Our members love texting us anytime to get immediate answers. We highly recommend this service to any gym looking to minimize backend work for their staff and enhance their member experience.
Daron Mitchell
General Manager @ Tremont Athletic Club
About TAC
TAC has a goal-oriented atmosphere and community culture that has made it the winner of “Cleveland’s Best Gym” four out of the last six years. A 14,000 square foot full-service fitness center located between Ohio City and Tremont, group classes are included with memberships.
HEADQUARTERS
Cleveland, OH
WEBSITE
tremontathletic.com
FACILITIES
2 locations
Challenges
TAC was looking for an effective way to provide concierge service to its member base and differentiate itself as a premium brand.
Customer satisfaction was stagnant
The first question was how do we start letting members know about this new service
Reduced admin support
We had to manage support at the front desk with fewer people on TAC’s staff
Still a new fitness brand
TAC wanted to offer unique services and experiences for people to share and talk about with their friends
Limited marketing budget
It was crucial to figure out how to lower other expenses in order to find marketing dollars to spend on advertising
Solutions
We proposed an SMS AI assistant that would respond to member and lead inquiries 24/7/365. The AI assistant was trained on how to greet members, answer questions, and when to escalate conversations./p>
To get the conversation going, we engaged every website visitor with custom pop up greetings
Our goal was to increase conversions of the one-month membership which was a good intro price point. If people were bouncing on the site, then we wanted to know why. With live chat, we were able to get constant feedback which informed us how to optimize. Along the way, we continued to sell memberships more and more.
Automated Messaging
- Website Chat
- Facebook Messenger
Automated Voice
- Call Deflection
- Custom IVR
Responding immediately to leads was the key to converting them in realtime
Results
After the first 90 days, the results were undeniable. We acquired new members with a 28% margin on top and reduced admin support enough to more than pay for the ads.
captured memberships per week
average customer response time
monthly average Net Promoter Score
Share on
Tailored conversational Ai solutions for fitness facilities
NOW’S THE TIME
Join other leading fitness clubs in the Healthdesk family
Bottom CTA (Long Form)
Join our growing community
