Case Study: Wellhub scales customer support and boosts productivity with Zendesk Messaging

Gympass takes a healthy approach to scaling customer service

Gympass is the world’s largest corporate fitness discovery platform, offering access to 45,000+ gyms and 800+ activities across 14 countries as a corporate benefit. Rapid growth created a big customer‑service challenge in LatAm: an 80‑agent team supporting Portuguese and Spanish speakers was handling 50,000–100,000 tickets monthly and needed an omnichannel, scalable, and localized solution to maintain quality and standardize global operations.

Starting in May 2018 Gympass deployed Zendesk Chat, Support, Guide, and Explore to centralize CRM interfaces, add proactive chat rules, and build analytics dashboards. The rollout delivered a 20–30% productivity boost on migrated channels, a 10% lift in help‑center click‑throughs, faster root‑cause resolution through Explore, improved self‑service and quality tracking (NPS/CSAT), and helped standardize global support—contributing to better retention, lower ticket volume from recurring issues, and industry recognition in Brazil.

Wellhub

Rafael Sobral

Director of Operations