Case Study: Noom achieves 68% support deflection with Decagon

Noom - Customer Case Study

Noom, a health and wellness company, partnered with vendor Decagon to modernize and scale its customer support experience. Their challenge was that they were using a first-generation, workflow-driven platform that lacked the flexibility to handle significant surges in volume without compromising on service quality.

Decagon implemented its solution, which included the Chat product, to help Noom seamlessly manage a major surge in volume. The results were achieved quickly, with support deflection improving from 59% to 68% within just 30 days. This measurable impact drove greater efficiency and customer satisfaction, setting the foundation for Decagon to help Noom deliver a seamless, concierge-style experience for every customer.

Noom