Zendesk Startup CX Awards: NutriSense
NutriSense wins for Data & Insights
“With one Zendesk improvement, we will be able to reduce the number of full-time customer support specialists by five at the end of 2022, given our current growth rate.”
Dillon Sawyer
Manager of Customer Success at Nutrisense
“NutriSense can directly correlate cost savings greater than $10k per month to Zendesk custom queries and contact type tracking.”
Dillon Sawyer
Manager of Customer Success at Nutrisense
Company Headquarters
Chicago, Illinois
Number of Employees
100+
Seed Funding
11 investors
Company founded
2019
-33%
Decrease in contact rate for combined tickets
< $10K
Cost savings per month
-32%
Decrease in app cancellation contact rate
Data and Insights
Better data drives efficiency and cost savings
Nutrisense successfully leveraged Zendesk data to drive better business decisions, earning its title as winner of the 2022 Zendesk Startup CX Award for Data & Insights. NutriSense technology monitors blood glucose levels and helps people achieve their health goals. The support team used anecdotal insights and customer feedback within Zendesk to identify blockers that were limiting scalability from a service perspective. NutriSense quickly implemented a cross-functional solution with the company’s engineering and product teams to streamline the customer experience. The result? A 32 percent decrease in the app cancellation contact rate and cost savings greater than $10K per month.
THE STORY
Optimizing the in-app experience
The NutriSense customer journey is geared towards a seamless customer experience, and the company consistently leverages data, technology, and analytics to positively impact people’s lives. Members register online, fill out a health questionnaire, and log in to the NutriSense app, where they can track their glucose data, meals, sleep, and other factors to discuss with a personal dietician through in-app chat. After upgrading its Zendesk account, NutriSense began to quantify the number of cancellation requests received weekly and identified a clear blocker that was limiting scalability. Within days of having access to custom queries in Zendesk, the support team presented its findings to the company’s engineering and product teams, which prompted a unified effort to tackle in-app subscription management.
THE STORY
Streamlining support creates exponential value
Just three weeks after launching the app with a new subscription management feature, NutriSense had cut its average weekly contact rate for cancellations by 32 percent. Creating a seamless in-app experience for subscription management and giving the customer autonomy to make decisions without emailing support was profoundly important. Customers expressed gratitude that NutriSense listened and granted more in-app control over their subscriptions. Since operating on Zendesk, NutriSense has also seen a 33 percent decrease in contact rate for combined tickets, excluding social media. The team applied the data to its forecasting model and projected that this one Zendesk improvement will allow the company to reduce the number of full-time customer support specialists by five at the end of 2022, based on current growth. “Investing time and money in data and analytics provided an exponential return in value,” says Dillon Sawyer, manager of customer success. “Data-driven decisions helped us quantify success for the company and the customer.”
The Program
Zendesk for Startups
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