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
customer experience
Increased positive reviews & improved online reputation
Higher customer retention & reduced churn rates
The client saw significant improvements in customer satisfaction and operational efficiency following the implementation of Eclipse AI:
Franchise Administrator
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.
Unify omnichannel Voice-of-Customer data, analyse it at scale using AI and extract insights to improve performance metrics
✔Free forever ✔ No credit card needed ✔ Reduce Churn
Achieved consistent level of service quality,repeat bookings & higher levels of customer loyalty
Improved Customer Satisfaction & positive online reviews with increased cross-selling and upselling