Support quality reached 97% as ticket volume nearly doubled.
Scalable inbound support for cult.fit, absorbing surging member queries and same-day NDR closures without adding internal headcount, and lifting quality every month.
Human support · inbound
Human support · inboundcult.fit is a major health and fitness brand in India. As its member base grows, so does the volume and variety of inbound support queries.
Growing member queries, without growing the internal team.
L1 volume surging
High L1 ticket volume was building faster than internal support could scale to meet.
First response slowing
Delayed resolutions were pushing first response times up for members.
Same-day NDR closures
NDR cases needed closing the same day, and capacity was tight at peak.
Premature closures
Tickets closed too early were quietly deflating customer satisfaction.
Scale the desk, govern the closes.
Every ticket runs the same path: resolved at L1, escalated only when it should be, and never closed without a confirmed resolution.
Inbound ticket
L1 and NDRService Provider
Resolves at L1Escalate when needed
Only the right casesSame-day NDR
Closed same dayGoverned closure
Confirmed resolution onlyQuality climbs
Three months upMore support, without more of your team.
Scale without your headcount
We absorb rising ticket volume, so cult.fit grows support without growing its internal team.
Governance on every closure
No ticket closes without a confirmed response or a defined resolution path.
No more premature closures
Ending early closes lifted CSAT by 22% over the quarter.
Quality that keeps climbing
Quality rose three months straight, reaching 97% against an 85% target.
Same-day NDR closures
Tight staff allocation kept NDR cases closing the same day, even at peak.
Steady through the swings
We held our quality and our share of tickets even as volume nearly doubled.
Higher quality, better CSAT, and same-day closures at nearly double the volume.
Quality climbed from 92% to 97%, well above the 85% target, across three straight months while ticket volume nearly doubled. CSAT climbed 22%, first-contact resolution held without slipping, and NDR cases closed the same day.
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