Wodify Support: Setting a New Standard

“What I want gym owners to know is that we truly care about them and want to help.” — Kali Rivera, Team Lead, Customer Success.

In the early days of Wodify, customer support was a one-man/woman operation. Now that our software is used in over 5,000 gyms around the world, we’ve built an industry-leading team of dedicated, passionate, and resourceful people who work to help our customers run their businesses. Our aim is to go far above the bare minimum that has become the standard in so many industries. That’s why Wodify has improved our support offerings to customers, including:

  • Dedicated email support with an average response time of just a few hours and a 97% satisfaction rating
  • Training phone calls for any questions or setup help
  • 1-on-1 video chats and screen-shares for a more personalized experience
  • A comprehensive knowledge base with over 450 articles to help customers quickly find answers.
  • Monthly live webinars to help users get the most out of Wodify
  • A resource hub, Wodify Blueprint, with on-demand courses and training tools 

Additionally, we’ve recently extended our hours to cover seven days per week across time zones, with personal assistance available 9am-9pm EST Mon-Thurs and 9am-5pm EST Fri-Sun.

But it’s more than just answering emails and phone calls. “You’re really not just our customers. We view you as family,” says On-boarding Agent Vicky Vasso. That’s why Wodify has a support structure built on collaboration. “I know if I can’t fix a customer’s issue immediately, I can go to anyone here, from developers and engineers, to Sales and Leadership, to get the answer I’m looking for,” says Mary Thomforde, Customer Success Agent.

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One reason our support team becomes so attached to the gyms we serve is because we’ve experienced the passion that gym owners have for their jobs, not just as Wodify employees, but as CrossFit lovers too. “I was a Wodify user and a CrossFit coach before I started working here. That experience has helped me to better serve our customers because I know what goes into running a gym,” says Carla Mercurio, Customer Success agent and L1 Coach at CrossFit Medford in Medford, NJ.

The truth is that Wodify is nothing without the owners, admins, and coaches who rely on our software everyday. That’s why our entire Customer Success team is dedicated to helping them run the best gyms possible and keeping their members happy. Account Manager Dan McMahon concurs. “I don’t want Wodify to just be your software. We’d rather be your partner, because we’re in the trenches with you.” 

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