{"id":883,"date":"2020-01-03T15:53:00","date_gmt":"2020-01-03T15:53:00","guid":{"rendered":"https:\/\/helpcrunch.com\/case\/?p=883"},"modified":"2025-11-24T20:48:54","modified_gmt":"2025-11-24T20:48:54","slug":"fitlap","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/case\/fitlap\/","title":{"rendered":"How Fitlap Earns \u20ac14,8 on Each \u20ac1 Spent on HelpCrunch"},"content":{"rendered":"\n
\n
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1380%<\/span><\/h2>\n\n\n\n

Return on Investment
(ROI)<\/span><\/p>\n<\/div>\n\n\n\n

\n

98%<\/span><\/h2>\n\n\n\n

Customer
Satisfaction Rate<\/span><\/p>\n<\/div>\n\n\n\n

\n

30%<\/span><\/h2>\n\n\n\n

Average
Email Open Rate<\/span><\/p>\n<\/div>\n<\/div>\n\n\n\n

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Fitlap<\/a> is an app that provides meal plans based on body types and personal preferences. Basically, you sign up for Fitlap, specify a few things about your health goals, and get a ton of personalized healthy recipes. <\/p>\n\n\n\n

You can track your progress, create shopping lists and receive personal consultations from nutritionists right from your Fitlap account.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

The Challenge<\/h2>\n\n\n\n

Fitlap\u2019s most important selling point is the personal attention they give to each user. Nutrition plans are everywhere, but personal touch is a rare thing. It was important for Fitlap that their customer support would provide the same kind of experience \u2014 with a customer success team distributed among six<\/em> different countries.<\/p>\n\n\n\n

Internal discussions inside Fitlap company showed that there are two core problems they needed to resolve in order to provide the best possible experience:<\/p>\n\n\n\n

CHALLENGE #1<\/span><\/strong>:<\/p>\n\n\n\n

The team was looking for ways to be closer to their customers<\/strong> and reply to every request as fast as possible. And their small, distributed team meant that they needed a live chat tool that had all the necessary collaboration features and more.<\/p>\n\n\n\n

CHALLENGE #2:<\/strong><\/p>\n\n\n\n

The fitness industry suffers from a high churn rate, as people tend to lose their motivation. Fitlap was looking for a solution that allows them to keep the conversation going even if their customers stopped using the app. <\/strong>That\u2019s why they needed a tool with an ability to set up all kinds of auto messages. Those are chat or email messages that are sent automatically based on a certain criteria, like country, registration date, recent activity or trial status.<\/p>\n\n\n\n

Because of such needs, Fitlap team started to look into different customer service tools, and specifically into live chats. At first, they tried Intercom, which turned out to be too expensive. By the way, how much does Intercom cost<\/a>? This is the case for a discussion. <\/p>\n\n\n\n

HelpCrunch was the first tool Fitlap decided to integrate into their workflow. And they got their money\u2019s worth.<\/p>\n\n\n\n

The Solution<\/h2>\n\n\n\n

There were three core reasons why Fitlap chose HelpCrunch for their customer support needs over other tools:<\/p>\n\n\n\n

Modern live chat widget<\/h3>\n\n\n\n

HelpCrunch offers a state-of-the-art live chat widget that looks nice and is easily customizable according to the brand guidelines. Making it look like an integral part of Fitlap\u2019s website made it easy to maintain brand consistency and promote the company.<\/p>\n\n\n\n

\"Fitlap<\/figure>\n\n\n\n

Perfect platform for team collaboration<\/h3>\n\n\n\n

Fitlap appreciated the ability to fine-tune how HelpCrunch works for them according to their team\u2019s workflow. Such collaboration features as leaving private notes for the team members inside the conversation, assigning tags and status updates to keep everyone on the same page, or having a detailed customer profile was a great help for their distributed team.<\/p>\n\n\n\n

Robust automation tools<\/h3>\n\n\n\n

HelpCrunch offers wide choice of criteria for auto messages. This includes custom criteria from Fitlap, which could be easily transferred to their HelpCrunch account.<\/p>\n\n\n\n

According to their own statistics, messages that showed the best results in terms of conversions and sales are:<\/p>\n\n\n\n