Case Study: Basic-Fit reduces support inquiries with Speakap’s employee app chatbot

How Basic-Fit Integrated a Smart Chatbot Within an Employee App to Streamline Communication

Basic-Fit, Europe’s largest and fastest-growing fitness operator, needed a better way to handle repetitive member questions coming from club employees. New frontline staff were receiving lots of information in a short onboarding period, which often led them to contact customer service for help. To reduce these repeat inquiries and improve access to information, Basic-Fit worked with Speakap to support its employee app, Orange Connect.

Speakap helped Basic-Fit integrate a smart chatbot into Orange Connect, with an up-to-date knowledge base that employees could access directly in the app. The pilot delivered a 70% recognition rate and a noticeable drop in customer service cases, including fewer email and phone inquiries. Basic-Fit also reported improved productivity, faster answers for employees and members, and a more scalable support model for frontline teams.

Basic Fit

Sec Ching Yong

Basic-Fit