76% of Tasks Automated for FitXR: AI Customer Support Case Study

By Anna Yemchyk, Senior Key Account Manager

For growing companies with seasonal ticket spikes

Updated on September 17, 2026

Services

AI Customer Support
Social Media Customer Service
System Setup and Integration

About the Company

FitXR is a leading virtual reality fitness app that delivers immersive workout experiences through VR headsets. With thousands of active users worldwide, FitXR combines gaming and fitness to help people achieve their health goals in an engaging, accessible way.We’ve been delivering support for FitXR for 5 years, 7am-3pm PST on weekdays. Our dedicated agent communicates with customers via Intercom, answering emails, chats, Instagram, and Facebook messages. We also moderate a WhatsApp group.

SupportYourApp has helped the client achieve high customer satisfaction scores and positive feedback on their customer support team. They also improve the client's response quality and timeliness. The team is highly autonomous and very adaptable to the client's scaling business needs.

Raechelle Hoki

Chief Marketing Officer

Challenges

FitXR’s support needed scaling to:

Provide 24/7 coverage

Business-hour support left customers waiting and created Monday backlogs that slowed reply times.
Handle seasonal spikes

Black Friday through January brought ticket volume spikes due to marketing campaigns.

Solution

Email automation with Intercom Fin AI agent

Configured Intercom Fin AI Chatbot for email support to automate responses and decrease manual workload. Automating high-volume inquiries like subscription cancellations and refunds for fast resolution.
Knowledge base extension

Reviewed, updated, and expanded snippets and articles to ensure Fin AI answers were accurate.
AI conversation flow optimization

Adjusted Fin's settings and workflows to guide users toward self-service and reduce escalations.
Multilingual customer support

Activated 46 languages for Fin AI.
Seasonal staffing

Added a seasonal agent extending coverage to evenings and weekends during peak period.

Automate responses with our custom AI solutions

Learn More

Results

We managed to keep CSAT stable despite the increase in AI interactions, proving the quality of responses.

76%

Of email conversations automated

40%

Faster first responses

Ticket volume handled

Anna Yemchyk

Senior Key Account Manager

Anna is a Senior Key Account Manager working with international fintech and tech clients, leading distributed teams across regions and time zones. She combines structured operational thinking with strong emotional intelligence, preferring clear communication and disciplined execution. Delivering results while building accountable, high-performing teams is her standard. In her personal time, she loves trying new hobbies, and binge-watching good series.

Posted on September 17, 2026