HealthifyMe is Asia’s largest health and fitness application. They provide services such as calorie tracking, one-on-one nutrition & fitness coaching, and AI-powered diet and workout plans. Their in-house team of certified nutritionists, fitness trainers, doctors, and yoga coaches have serviced over 15 million users on their platform.
Importance of a Scalable Customer Communication Channel
HealthifyMe uses different channels to engage with their users. Out of all the channels, calling is at the heart of their communication. They utilise it for everything, from sales to customer retention.
In the beginning, HealthifyMe used personal mobile numbers for customer communication. While it did the job, they knew it wasn’t scalable. They needed a platform that could help them get more visibility on the calls while maintaining privacy. That’s when they discovered Exotel.
Click to Call Solution to Power Customer Calls
Exotel is directly integrated with HealthifyMe’s in-house web-based CRM. All the calls are directly made from the CRM itself. This is powered by our click to call integration. In addition to India, they also use Exotel to power international calls in Singapore and Malaysia region.
Let us see how HealthifyMe uses calls at different stages of the customer lifecycle and its results –
HealthifyMe knows that connecting with customers personally is very effective in converting trial users into paid customers. In order to achieve this, both their in-house sales team and sales coaches call customers to understand their expectations from the platform and make relevant suggestions about how HealthifyMe can help them. All this communication is powered by Exotel.
Depending upon the plan a user chooses they are allocated a certain number of consultations. During these consultations, they discussed their progress and plan with the coaches. Routing these calls via Exotel gave HealthifyMe insights about how they could improve the productivity of their coaches.
The customer delight team proactively reaches out to customers for feedback. Using Exotel helps them track customer feedback and implement changes where necessary.
When a customer’s plan is about to expire, the HealthifyMe team calls them up to remind them about renewing their plan. This has been effective in reducing the churn rate.