Our client was a multi-location fitness chain operating across Australia. They offer a wide range of fitness programs, including group classes, personal training, and gym memberships. To stay competitive and meet the evolving needs of their customers, they decided to invest in a robust CX and Voice of Customer (VoC) Analysis tool to analyze VoC data from different channels such as surveys, calls, emails, reviews, and support tickets.
The client connected Eclipse AI with their customer feedback channels, allowing them to collect and analyze data from surveys, calls, emails, reviews, and support tickets in one central platform. Here’s how they utilized Eclipse AI:
Enhanced service quality &
provided more consistent
Increased positive reviews & improved online reputation
The client saw significant improvements in customer satisfaction and operational efficiency following the implementation of Eclipse AI:
Implementing Eclipse AI enabled the client to gain a holistic view of customer feedback, make data-driven decisions, and enhance the customer experience across all their locations. This, in turn, contributed to increased customer satisfaction, higher revenue, and improved overall performance for the multi-location fitness business.
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