Case study - WeWard

WeWard: Responsive, Human-Centered Customer Support for a Fast-Growing App

Client Overview

• Client: WeWard
• Sector: Mobile app / Health & wellness
• Mission: Centralize and structure customer relations, improve responsiveness and support quality.
• Audience: 20+ million active users across Europe.

WeWard is an innovative mobile app that rewards users for every step they take. By turning walking into a rewarding activity, it encourages a healthier, more positive lifestyle. With rapid growth and millions of active users, the company was facing an ever-increasing volume of daily requests — technical questions, complaints, step validations, and login issues.

The Challenges

WeWard's rapid community expansion created several pain points:

• Surging ticket volumes: hundreds of daily requests related to bugs, uncredited Wards, or login difficulties.
• Slow response times: manual email handling significantly slowed down support responsiveness.
• Lack of centralization: with conversations scattered across forms, emails, and social media, tracking and traceability had become increasingly difficult.

The goal: professionalize request management, reduce response times, and improve user satisfaction — all while preserving the brand's human tone.

The GetHumanCall Solution

To drive this transformation, GetHumanCall deployed a comprehensive multichannel customer support solution built around two pillars: Mail Ticketing and Chat.

Operational Setup

• Channel Centralization: Integration of a single platform that automatically consolidates messages from forms, email, and chat.
• Dedicated Team: Creation of a WeWard-specific unit within GetHumanCall, staffed by agents trained in the brand's guidelines, tone, and values.
• Performance Monitoring: Definition of strict KPIs (response time, interaction quality, resolution rate) and continuous supervision by a GetHumanCall coordinator working directly with WeWard's internal team.
• Ongoing Training: Regular knowledge updates covering the FAQ, new product features, and handling of sensitive cases.
• Reporting & Steering: Weekly reports and monthly performance reviews to continuously refine processes and service quality.

Key Results

• Average response time: Within a matter of weeks, the average response time dropped from several days to under six hours for standard tickets.
• Immediate chat resolution: 60% of requests are now resolved in real time via chat, with no additional ticket required.
• Scalability: WeWard now handles 3× the request volume compared to the previous year, with no increase in response times or drop in quality.
• Reputation impact: Significant reduction in negative reviews related to wait times and lack of follow-up on app stores and social media.
• Customer satisfaction (CSAT): A meaningful increase observed as early as the first quarter of the partnership (exact figures available in WeWard/GetHumanCall internal reports).
• Operational agility: Enhanced ability to absorb activity spikes (marketing campaigns, product launches) thanks to a scalable team and well-mastered processes.

Client Testimonial

"The GetHumanCall team transformed our customer service. By centralizing our channels and training agents who truly understand our tone and values, we gained speed, consistency, and above all, peace of mind. Today, our users can feel the difference." — The WeWard Team