Case Study: Noom achieves rapid, scalable customer insights and reduced costs with Medallia

How Noom uses text analytics to drive insights and action

Noom, the digital health platform that uses psychology and coaching to change long-term habits, faced a growing challenge: ingesting and understanding customer interactions across disparate email and chat systems. Prior to partnering with Medallia, Noom relied on manual processes and outsourced transcript tagging that took about three months to surface root causes, so they needed an automated way to identify emerging trends and scale insights quickly. Medallia’s text analytics on the Medallia platform was selected to address this need.

Using Medallia, Noom centralized email and chat transcripts, applied text analytics to surface and quantify issues (for example, identifying that 10% of transcripts asked about a specific app function), and ran experiments to reduce cancellations and improve engagement. Medallia’s solution removed manual tagging, enabled real-time automation and faster hypothesis validation, delivered significant cost savings, and accelerated user-experience improvements across product and service teams.

Noom

Gabe Strano

Customer Insights Director