Classpass is on a mission to connect people to inspiring wellness experiences for every lifestyle, whether members want a self-care massage or a sweat-it-all-out fitness class. Their app offers a two-sided global marketplace to connect members with gyms, spas, and other service providers to find the perfect match for their lifestyle. Classpass now contributes to the well-being of members across 30 countries.
At the heart of ensuring that these members are having the inspiring, nurturing experiences they deserve is the Classpass support function. As Classpass has expanded their offerings and their global reach, the support function has evolved to keep pace. Ensuring that the right agent is ready with the right answer for both members and marketplace providers has only gotten more complex over time.
Volume + complexity = spreadsheet pain
In late 2022, the support team was feeling the pressure. Following the pandemic, the volume of contacts coming into Classpass agents increased significantly. The team’s workforce manager was scheduling agents using spreadsheets, and the process just wasn’t scaling. It was challenging to adjust schedules and create forecasts due to the peaks and valleys of customer inquiries.
We were looking to maximize our chat channel and it became really difficult to determine how many people we needed on an hourly basis. It's really hard to schedule to peaks when you don't even know what those peaks might look like."
Sarah Vanden Broek Senior Program Manager, Customer Experience
Plus, there was no visibility into whether agents were doing the right work at the right time. This made adjusting schedules throughout the day nearly impossible. As a result, measuring adherence became a focus for the team.
Assembled: the digital native solution
Leadership needed a way to quickly see and understand agent adherence across the CX function so they could better respond to the peaks of incoming contacts. They needed a workforce management tool that integrated seamlessly with their existing tech stack. The team had used legacy workforce management applications, but recognized that these solutions just weren’t built for the way they delivered support via chat and email. Classpass needed a better way to do WFM, a way that was as agile as they were, and as accurate as possible.
We were really looking for a workforce management platform that was a digital native, and an implementation partner who could support our move to Zendesk Messaging."
Sarah Vanden Broek Senior Program Manager, Customer Experience
Classpass needed to ensure complete data accuracy in their workforce management tool. The Assembled team jumped in to fully validate that data was flowing accurately and that forecasting and reporting were accurate. During this period, Classpass and Assembled met bi-weekly to invest the time into getting everything on the right track.
The Assembled team made implementation really easy. The schedule made it very clear to see who owned what tasks. We never felt like we had to lead our own implementation and I think that's so different from other vendors. It was nice to understand the things that we needed to do to go live. And ongoing support has been great—Bhargavi is one of the best customer success managers we’ve worked with!”
Sarah Vanden Broek Senior Program Manager, Customer Experience
Visibility into adherence removes the “scary” from staffing
Managers in the core CX team, which helps resolve issues and add value for Classpass membership subscribers, used Assembled to gain a transparent understanding of what agents were doing, when. This resulted in the ability to take the steps they needed to increase adherence and drive down costs. The team has increased org-wide adherence by a whopping 12%. Plus, scheduling and forecasting in Assembled was so easy that the team was able to maintain their workforce manager headcount even as the volume and complexity of customer interactions grew.
Assembled has improved our ability to predict what could happen. We're using the platform to determine our future forecasting and our headcount in a way that is much more data-informed. We just have more data, and that makes any decision we make a lot less scary."
Sarah Vanden Broek Senior Program Manager, Customer Experience
The CX team’s success was so dramatic that the Partner team, which serves high-touch service providers, took notice and brought on Assembled to help transform their support operations.
I’ll have data I just couldn’t get elsewhere. The thing I’m most interested in is visibility into chat adherence, since it’s the preferred channel for our partners. Assembled is absolutely going to change the way I work with my teams."
Jaco Barnard, Manager Program Management
Today, Assembled supports both the CX team as well as the Partner team in ensuring support agents are there wherever clients need them. They’ve improved forecasting, created visibility into adherence, and achieved time and cost savings along the way. But even more important than efficiency gains, Classpass members benefit from timely, high-quality support throughout their wellness journeys.
