BODi® | Our Customers

BODi®’s strategic shift to next-gen AI boosts critical CX outcomes.

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Industry

Fitness & Nutrition

Location

Worldwide with headquarters in Santa Monica, CA

Website

bodi.com

Challenges

Improve CX without increasing costs and repetitive customer service inquiries.
Create a faster, more intelligent, and cost-effective online support strategy.
Previous support system was menu-based, which limited customers.

Solutions

Quiq’s GenAI solution improved BODi’s customer service and financial performance.
“Ask BODi AI” evolved into a reliable, cost-effective support channel.
New AI allows free-form questions, easier improvements, and better knowledge gap identification.

Streamlining CX outcomes while raising the bar for excellence.

Founded in 1998, BODi® (formerly known as Beachbody) is committed to helping people achieve their goals and enjoy a healthy, fulfilling life. The company is doing just that through some of the world’s most beloved fitness programs and nutritionals — including Shakeology®.

When the BODi team partnered with Quiq, they were looking to shift away from synchronous channels like phone and chat—and improve the experience by providing a real-time solution to customers’ questions and issues without having to connect to a live agent.

As part of their overall strategy to improve the online experience and reduce operational expense, BODi wanted to explore solutions that would provide instant answers to frequently asked questions, troubleshooting steps, and guide customers to self-service.

Creating a more seamless journey with generative AI.

Using the next generation of AI and large language models (LLMs), Quiq eliminated the synchronous issues the team faced, helping BODi improve its financials by implementing a powerful AI solution as an alternative to live messaging.

What started out as a proof of concept, “Ask BODi AI” has turned into a channel that continues to improve and grow as a reliable solution for BODi and its customers, delivering an on-brand experience at a lower cost.

With next-gen AI, customers can now type in free-form questions at-will, so they’re no longer beholden to a fixed decision-tree menu. Quality assurance and deploying improvements is also much easier compared to the first iteration. Using large language models, knowledge gaps can more easily be identified and actioned upon.

The overall strategy is now providing a trusted, on-brand customer experience.

The Quiq gist: building up CX.

Quiq enabled BODi to:

Improve the customer experience using next-gen AI.
Achieve an 88% containment rate.
75% positive customer satisfaction rating for the AI Assistant.
Deliver a secure and on-brand experience.

“By integrating generative AI into our support site, we’re enhancing customer satisfaction through faster, more precise answers, freeing up our team to tackle more complex issues.”

Troy Nelson

Senior Vice President of Digital Servicing and Customer Experience, BODi®