MAPET Fitness and Health Centers, located in Tübingen and Rottenburg, offer a comprehensive range of fitness services, including strength training, wellness, and rehabilitation sports. Each of the two modern centers spans nearly 2,000 square meters and is dedicated to providing high-quality fitness and health programs.
With a growing customer base, managing communication across various channels such as Google, Instagram, Facebook, email, and phone became increasingly challenging for MAPET. Duplicate inquiries, inefficient team communication, and repetitive manual responses highlighted the need for a centralized platform to streamline customer service.
MAPET's Top Three Favorite Features
Superchat has revolutionized how MAPET handles customer interactions by reducing response times and improving team communication. The universal inbox helps MAPET avoid duplicate replies and simplifies workflows—especially with WhatsApp, which has become the preferred channel for customers. The automated review request feature has also enhanced MAPET's online reputation, allowing valuable feedback to be collected without the need for manual follow-up.
How MAPET Benefits from Superchat
- Improved team efficiency and fewer duplicate responses
- Centralized management of all communication channels
- High customer satisfaction through optimized communication
- Reduced workload thanks to AI-powered responses
- Enhanced ability to collect and process customer feedback
How MAPET Uses Superchat
Challenges Before Superchat
MAPET sought a solution to optimize communication as they increasingly interacted with customers through social media channels like Instagram, as well as traditional channels like email and phone. Superchat proved to be the ideal solution for centralizing all customer inquiries in one place. By integrating WhatsApp and an inbuilt AI assistant, MAPET significantly improved response times and automated standard inquiries, making Superchat an essential part of their workflow.
Daily Use of Superchat
Since implementing Superchat, MAPET has focused on automating frequent questions, particularly through WhatsApp, which now accounts for a large share of customer inquiries. The AI tool quickly identifies recurring questions and automatically resolves up to 90% of basic inquiries. Superchat's templates feature is particularly valuable to MAPET's management team, ensuring consistency in responses. Additionally, the review management tool has significantly boosted MAPET's Google reviews, effortlessly enhancing their digital presence.
How MAPET Plans to Scale Further with Superchat
MAPET plans to deepen integration with their member management software, enabling Superchat to access up-to-date customer data and send personalized messages. They aim to leverage insights like training frequency to re-engage customers who haven’t visited in a while, adopting a proactive, data-driven approach to member retention.