The Challenge
Rapid growth required a more scalable support model.
After experiencing 10x growth in one year, Begin Health needed tech-enabled tools that could help customer support scale.
The team wanted a system that could streamline sensitive requests and respond carefully in a timely manner.
The Solution
StateSet combined product-answer automation with subscription actions.
Once the AI could respond effectively to product questions, Begin Health connected Stay.ai subscription actions in the Gorgias chat widget.
StateSet implemented subscription intent detection so cancellation requests could trigger a save flow, including pause or skip options before cancellation.
The Results
Customers received faster answers and more self-service options.
Begin Health reduced response time by 85%, bringing first response time down to 5 seconds.
The team also achieved a 17% reduction in time-to-resolution while continuing to adopt additional self-service features.