Case Study: Life Fitness achieves unified global B2B support and 90% CSAT with Zendesk Messaging

Creating a stellar, unified international B2B customer experience

Life Fitness, a global commercial fitness equipment company serving roughly 250,000 facilities in 166 countries, needed to fix a fragmented, Java-based support system that caused siloed hand-offs, poor conversational visibility, and inconsistent service across regional teams following several acquisitions. With 65 support agents and complex B2B customer needs, the company’s challenge was to deliver fast, consistent, and measurable support at scale.

Life Fitness standardized on Zendesk (Support, Chat, Explore), centralizing operations, enabling Side Conversations and phone integration, and adding CSAT and analytics. The change improved cross‑functional collaboration and conversation continuity, raised CSAT from 85% to over 90% (75% response rate), and saw strong early adoption of chat—200 sessions in week one with a 92.5% satisfaction score.

Life Fitness

Allyson Olsen

Director of Customer Care and Support