Customer story · WellnessTrack
WellnessTrack scales user support 6x and deflects 82% of tickets with Chatref
A wellness app serving 1.8M active users cut support response time from 9 hours to 14 seconds and saved $68k monthly – without adding a single agent.
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WellnessTrack, a habit-tracking and fitness wellness app with 1.8 million monthly active users across 47 countries, used Chatref to automate subscription billing questions, workout plan guidance, wearable sync troubleshooting, and nutrition Q&A. Within 60 days, the support team handled 6x more tickets with the same 9 agents, deflected 82% of incoming messages, dropped first response time from 9 hours to 14 seconds, and saved $68,000 monthly on outsourced tier-1 support. Chatref paid for itself in 4 weeks.
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At a glance
WellnessTrack in a nutshell.
6x
Support capacity
82%
Tickets deflected
14s
First response
$68k
Monthly savings
- WellnessTrack serves 1.8M monthly active users across 47 countries with a 9-person support team.
- Chatref handles 94,000 conversations weekly, with 82% resolved without any human handoff.
- First response time dropped from 9 hours to 14 seconds, lifting CSAT from 3.6 to 4.7 out of 5.
- Automated guidance on 220+ workout plans and 18 wearable integrations removed the biggest ticket drivers.
- The team saves $68,000 monthly on outsourced tier-1 support and hit full ROI in 4 weeks.
The story
How it played out.
About WellnessTrack
WellnessTrack is a mobile wellness platform that combines habit tracking, guided workouts, sleep analytics, and nutrition coaching in a single app. Founded in 2019, the company now serves 1.8 million monthly active users across 47 countries and integrates with 18 wearable devices, including Apple Watch, Garmin, Fitbit, and Oura.
- Industry Health and wellness / Consumer app
- Size 62 employees, 9-person support team
- Location Austin, Texas with remote operations
- Using Chatref since February 2026
The challenge
As WellnessTrack scaled past 1 million users, the support queue collapsed. The 9-person team faced 13,400 weekly tickets, and first response time ballooned to 9 hours. Subscription billing questions, wearable sync issues, and workout plan clarifications drove 74% of volume, and every one of them had a known answer buried in help docs users never read.
The team tried hiring. Two outsourced partners in Manila and Bogota cost $71,000 a month combined, yet CSAT stayed stuck at 3.6 out of 5 because contractors did not know the product deeply enough to solve sync errors on 18 different wearables. Escalations bounced back to the in-house team anyway.
Head of Support Priya Menon needed 24/7 multilingual tier-1 coverage, instant answers grounded in the actual product documentation, and a smart handoff for the edge cases only humans could solve – without tripling headcount.
The solution with Chatref
WellnessTrack trialed Chatref on their web dashboard for 3 weeks and handled 21,000 conversations with 94% resolution accuracy before rolling it out inside the mobile app. The team uploaded the full help center, billing policy documents, 220 workout plan descriptions, and device-specific sync guides for all 18 wearable integrations.
- Always-on tier 1 Instant answers on billing, cancellations, refunds, plan changes, and trial extensions across 7 currencies.
- Device troubleshooting Step-by-step sync fixes for Apple Watch, Garmin, Fitbit, Oura, Whoop, and 13 other wearables, answered only from your content.
- Workout and nutrition guidance Personalized answers drawn from 220 workout plans and 1,400 nutrition articles, with safe-use disclaimers built in.
- Multilingual reach Fluent support in English, Spanish, Portuguese, German, and French – covering 91% of the user base natively.
- Smart handoff Medical-sounding questions and billing disputes routed straight to the in-house team with full conversation context.
Results after 60 days
Chatref now handles 94,000 conversations weekly across web and mobile, with 82% fully resolved without a human. The 9-person support team went from reactive firefighting to proactive work on product feedback loops, edge-case bug triage, and premium-tier white-glove onboarding.
First response time dropped from 9 hours to 14 seconds. CSAT climbed from 3.6 to 4.7 out of 5, and churn tied to "support was too slow" complaints fell 39%. Outsourced tier-1 contracts were wound down, saving $68,000 monthly net of Chatref usage.
Tickets per user dropped 58% as the chatbot's proactive suggestions – like sync tips triggered by failed workouts – resolved problems before users formally asked for help.
What the team says
Chatref is the only reason we are not drowning. Our team handles 6x the volume with the same 9 people, our users get answers in seconds instead of hours, and we shut down two outsourced contracts that never really worked. The ROI showed up in week 4.
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What does WellnessTrack do?
WellnessTrack, a habit-tracking and fitness wellness app with 1.8 million monthly active users across 47 countries, used Chatref to automate subscription billing questions, workout plan guidance, wearable sync troubleshooting, and nutrition Q&A.
What problem did WellnessTrack solve with Chatref?
Chatref handles 94,000 conversations weekly, with 82% resolved without any human handoff.
What results did WellnessTrack see?
WellnessTrack reached 6x support capacity, with 82% tickets deflected. Automated guidance on 220+ workout plans and 18 wearable integrations removed the biggest ticket drivers.
How long did it take WellnessTrack to go live?
WellnessTrack launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like WellnessTrack?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Ready to run your own WellnessTrack story?
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