Case Study: Freeletics achieves 90% CSAT and 50% reduction in average handling time with DigitalGenius

There has been a 50% decrease in average handle time at Freelatics

Freeletics, a fast-growing digital training company with over 40 million users, saw its user base double in two years and began facing high volumes of multilingual, low-value repetitive queries that stretched support and delayed responses from hours to days. To address this, Freeletics turned to DigitalGenius for automation support to speed up routine case handling.

DigitalGenius implemented automated handling for cancellations and refunds in English and French, integrating with Zendesk and Freeletics’ backend systems. The DigitalGenius solution cut average handling time by 50%, saved about 3 minutes per ticket on average, and achieved 90% CSAT on cases it handled, enabling much faster resolutions.

Freeletics