How Anytime Fitness finally made their support as 24/7 as their gyms

• Anytime Fitness is a global gym company known in households around the world.
• They use Zendesk and Google Drive to store their info and handle support.
• Adding eesel AI to their workflow was seamless and effective – no major platform shifting, no data transformation – just instant results and happier customers.

Anytime Fitness is known for one big thing: you can work out literally anytime. But what about getting help? Turns out, their member support wasn’t quite as 24/7. With over 5,000 gyms and 4 million members worldwide, their support team was completely swamped with the same questions about memberships, payments, and account details over and over again.

So, they plugged eesel AI right into the Zendesk setup they already used. They fed it all their helpful info – from their Help Center articles and website to internal Google Docs and PDFs. This created an AI agent that could handle the common questions automatically, giving members instant answers around the clock. The result? Members got what they needed faster, and the human support team could finally focus on the trickier problems that actually required a person.

A quick look at Anytime Fitness

In case you’re not familiar, Anytime Fitness is a giant in the fitness world. We’re talking a massive global franchise.

• Industry: Health and Fitness
• Scale: 5,000+ gyms, 40+ countries, and 4+ million members.
• The big promise: You can use their gyms 24/7, 365 days a year.
• How it works: It’s a franchise model, so keeping things consistent for every member, at every location, is a huge deal.

A 24/7 gym with 9-to-5 support

The “Anytime” promise was great for workouts, but their support hours just couldn’t match. This created a few headaches.

• The same questions, again and again: The team was buried in tickets about canceling memberships, billing questions, updating account info, and getting trial passes. It was a constant stream of repetitive work.
• The after-hours gap: If a member had a question at 10 p.m., they were out of luck until the next morning. Waiting for a simple answer is frustrating, and it wasn’t a great look for a brand built on 24/7 access.
• Keeping everyone on the same page: With thousands of franchise locations, it was tough to make sure every member got the exact same, on-brand answer every single time.
• Efficient agent time: The human support agents were stuck on a hamster wheel, answering simple questions all day. This kept them from using their skills on more important stuff, like helping a member who is having a genuinely tough issue or trying to prevent someone from leaving.

An AI assistant that pulls its weight

Anytime Fitness decided to use eesel AI to close that support gap. They didn’t have to rip out their existing tools. It just slotted right into their Zendesk workflow.

First, they got all their info in one place.
eesel AI pulled together all of Anytime Fitness’s scattered knowledge into one brain for the AI agent. With a few clicks, they connected:

• Their Zendesk Help Center
• The public website
• Internal Google Drive folders
• A bunch of PDF guides

Then, they put the AI to work.

With all that knowledge hooked up, the AI agent became the new frontline in Zendesk. It would instantly read new tickets, figure out what the member needed (like “I want to cancel” or “how do I update my credit card?”), and then fire back an immediate, accurate answer based on the approved info. Just like that, they had instant, round-the-clock support.

How’d it turn out?

The impact was pretty clear, both in the numbers and in the team’s sanity.

• Answers, day or night: Members could now get instant help with common questions, 24/7. No more waiting.
• Faster responses: The average first response time for those automated tickets dropped.
• More breathing room for the team: The human support crew got their time back. That’s a lot of extra time to focus on members who really need them.
• Saved money: Automating thousands of tickets every month meant they were running a much leaner operation.

The good vibes:

• Living up to the “Anytime” name: Their support finally matched the promise their brand was built on.
• Happier members: People got quick, consistent answers without the wait, which cut down on a lot of frustration.
• Ready for growth: The new setup can handle more members and busy periods without needing to hire a ton of new support agents.

Support that’s as open as the gym

By adding eesel AI to their toolkit, Anytime Fitness turned their support from a bottleneck into a smooth, 24/7 operation. They didn’t just fix their immediate problem; they built a system that can grow with them and make life easier for both members and employees. It’s a good reminder that automation isn’t about replacing people, but about freeing them up to do the work that really matters.

Tired of your team answering the same questions all day? See how eesel AI can help. Schedule a demo today.