GymNation
Mobile App
GymNation is one of the largest gym chains in the UAE and Saudi Arabia, with over 33 locations and 100,000+ members. We worked with their team to improve the customer support feature within their app, making it easier for members to get help, ask questions, and resolve issues quickly no matter the time of day.
Partnership
Project Duration: 3 Months
Subcontracted Engagement
The Challenge
GymNation already had a support feature in their app, but it wasn’t working as smoothly as needed. Members often faced long wait times, and the in-app chat was unreliable, frustrating for users trying to get help, especially during off-peak hours at their 24/7 gyms.
Streamlining Member Support
We replaced the bug filled system with a faster, more reliable in-app chat feature that made it easier for members to get help anytime. The goal was to improve the support experience by integrating a faster, more stable solution that felt modern and easy for members to use whenever they needed help.
Support System Integration
We worked closely with GymNation’s internal support team to understand how members were using the app's chat and where things were breaking down. The old system had trouble handling busy periods, so we focused on rebuilding the way messages were handled behind the scenes, making things faster and more consistent.
- • Improved message handling to prevent dropped chats and delays
- • Reduced latency and improved load times
- • Integrated with existing support workflows
- • Push notifications for support updates
Seamless User Journey
We refreshed the layout of the support section to match the app’s clean, modern aesthetic. The new design made it easier for members to find help quickly, with clearer navigation and improved readability. Everything was built to feel familiar, fast, and easy to use.
- • Refreshed support layout for faster access
- • Simplified chat UI for smoother conversations
- • Clearer structure to guide user flow
- • Consistent design with the rest of the app
Solution
The Results
Since upgrading the support feature, members have been able to get help more quickly and without the chat issues that previously caused delays. The new setup has led to faster responses and a noticeably smoother support experience overall.
Operational Impact
The new system now handles high volumes of requests during peak hours with minimal issues. The team spends less time troubleshooting bugs, and the new integration has made it easier to track and resolve member queries.
Member Engagement
Over 80% of member interactions now happen through the app, with fewer dropped chats and faster replies. The new layout and cleaner design have made support feel like a natural part of the app, not a last resort.
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