In the nutrition and supplement industry, customer expectations are rising faster than most teams can keep up. Today’s consumers want instant answers about products, ingredients, subscriptions, and health considerations often before they’re willing to make a purchase. For small and mid-sized brands, this creates a difficult challenge: How do you deliver fast, high-quality customer support across every touchpoint without building a large support team?
A small consumer health company with about 40 employees was struggling with growing support demand across:
- Products
- Subscriptions
- Account management
They deployed a customer-facing AI Assistant across web and email. The AI Assistant could handle product questions and respond automatically to support emails, powered by a powerful combination of Deterministic + Generative AI.
It also featured a branded avatar, to improve engagement and trust.
Results: The First 3 Months
- 45% reduction in support contacts
- Increased Net Promoter Score (NPS)
- Lower call + email volume
What Changed:
Instead of overwhelming support teams:
- Customers got instant answers
- Routine requests were automated
- Teams focused on higher-value interactions
The AI also surfaced real customer behavior insights, helping the company improve products and experiences. Based on the success of the implementation, the AI Assistant was integrated with Recharge Subscription Platform to allow customers to manage subscriptions through Conversational AI. Customers are empowered to view, cancel and restart subscriptions, as well as change refill date.
Key Takeaway:
AI doesn’t just reduce support volume; it improves customer experience while giving small teams enterprise-level scale.
“Choosing NOHOLD for our customer support needs was a decision driven by the remarkable capabilities of their SICURA® AI platform. Its strength and flexibility stood out, seamlessly integrating into our system and adapting to our specific requirements. Within just three months of implementation, the AI Assistant impressively managed to automatically handle 35% to 45% of support contacts, significantly streamlining our operations and boosting customer satisfaction. Equally important was the prompt and professional service provided by the NOHOLD team, ensuring a smooth and efficient partnership. Overall, NOHOLD has not only enhanced our support efficiency but also elevated our customer service experience, making it a highly valuable partnership.”
– Director of IT Operations