How Nurix AI Streamlined Customer Support for a Fast-Growing Fitness Brand

Automate FAQs, reduce overhead, and deliver 24/7 answers, without added headcount.

The Problem: Support Overload, Slipping Satisfaction

A growing fitness brand with thousands of members saw inquiries flood in faster than front desk teams could respond. Questions about memberships, gym hours, class schedules, and freeze policies came through daily, especially during seasonal offers and enrollment spikes.

Staff were overwhelmed with the same repetitive questions, leaving little time for in-person service. As delays grew, member satisfaction slipped, simple tasks were missed, and stretched teams couldn’t keep up. Hiring and training more staff added cost and ramp-up time, further straining operations.

That’s when the brand turned to Nurix AI, a 24/7 FAQ agent built to handle volume, reduce staff load, and deliver instant answers at scale.

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The Use Case

Reward Points Balance

Missing Rewards Resolution

Loyalty Tier Queries

Rewards Redemption Process

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The Solution: 24/7 Answers, Zero Wait Time

Instant Membership Answers

The AI handles all common questions around pricing, benefits, and membership options, so staff don’t have to repeat the same answers all day.

Facility & Class Details

From gym hours to class schedules and available amenities, the AI provides accurate, branch-specific info without making members dig through the website.

Account Freeze Support

Whether a member wants to pause or resume their plan, the AI explains the steps, confirms eligibility, and reduces unnecessary back-and-forth.

Class Cancellation & Rescheduling

The AI assists members in canceling or rescheduling classes directly, no need to call the front desk or wait in line.

"Nurix AI answers most member questions before they reach our front desk. It’s like having a helpful assistant available 24/7."

— Customer Experience Lead, National Gym Brand

The Impact: Scalable Support, Real Results

75%

of common inquiries

handled automatically by AI.

4×

faster response

time across support channels.

30%

fewer delays on

account freeze and unfreeze requests.

35%

lower support costs

by automating routine questions, staffing needs and overhead were significantly reduced.

Free up your front desk. Let AI handle routine questions — fast, 24/7.

Nurix AI simplifies support for members, prospects, and teams alike.

Experience our solution