How NEXXT GYM handles 486 customer questions and stays reachable 24/7 across 11 locations
With three AI agents on web chat, WhatsApp and phone, NEXXT GYM now answers customer questions 24/7 across all 11 studios. Their phone customer service has been replaced by scalable AI, so customers get immediate answers in the evenings and on weekends too.
NEXXT GYM website486
Conversations handled
122
Phone requests processed
3
Channels
24/7
Availability
The challenge
With 11 compact studios, NEXXT GYM wanted to give customers good answers about schedules, memberships and trial sessions at any moment of the day. A traditional phone customer service could not deliver that 24/7, and many questions outside office hours went unanswered. For potential customers that meant waiting until the next working day, with the risk of dropping off. At the same time, service had to be consistent across all 11 locations, without a separate reception desk per studio.
The solution
- NEXXT GYM replaced its phone customer service with three AI agents, each on its own channel: Paul on web chat, Alma on phone and Anna on WhatsApp. Together they give fluent, friendly answers 24/7 about opening hours, locations, pricing, trial sessions and memberships.
- Alma takes phone calls and processes questions, changes and cancellations. Each request is automatically routed to the right studio.
- New prospects are guided towards a trial session via WhatsApp or the website. Cancellations, reschedules and other changes are routed straight to the right studio.
- Next step: the AI agents will handle bookings and schedule trial sessions on their own, so customers are helped immediately without involvement from the studio.
“We want to give our customers good answers at any moment. With Heyloha, our customer service is now reachable 24/7 across all 11 locations.”
- Team NEXXT GYM
Results
- Customers get immediate answers 24/7, also in evenings and weekends when the studios are closed
- 122 phone requests per month automatically processed and routed to the right studio
- Consistent service across all 11 locations without a separate reception desk per studio
- The phone customer service has been replaced by scalable AI, ready to grow along with new locations
- Next step: AI that handles bookings and schedules trial sessions on its own, for even faster service
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