AtivaFit Success Story

A Behind-the-Scenes Look at What Happened When a Lean Fitness Team Finally Found the Right Customer Support Solution

Company Scale: Growing fitness brand ($2M-$10M revenue) | Team: 5-person operation | Results: 12% more orders, 21% higher AOV

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When we first connected with the AtivaFit team on a Tuesday afternoon in early 2024, they were dealing with something we’d seen countless times before—but their story still stuck with us.

Picture this: You’re running a growing fitness equipment company. Your adjustable dumbbells are getting rave reviews, your foldable exercise bikes are flying off the shelves, and your compact trampolines are perfect for home gyms. But there’s just one problem—every time someone has a question about weight specifications, bike resistance levels, or whether equipment will fit in their apartment, they’re waiting days for an answer.

That’s exactly where AtivaFit found themselves.

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The Challenge: When Passion Meets Reality

Here’s what was really happening behind the scenes at AtivaFit. Their team of five was passionate about helping people build amazing home gyms with award-winning equipment. But Sarah, their single customer support specialist, was drowning.

“I remember one particularly rough week,” Sarah told us later. “I had 127 unread emails on Monday morning. People were asking technical questions about dumbbell increments, whether our bikes would work for someone who’s 6’4”, assembly instructions for the trampolines—stuff that really mattered to them. But I couldn’t get back to everyone fast enough.”

The breaking point came during their spring promotion. They’d invested heavily in Facebook and Google ads, driving more traffic than ever to their site. But conversion rates stayed flat. People were landing on product pages, getting excited, then… leaving when they couldn’t get immediate answers to their questions.

Sarah showed us her inbox—emails from customers asking things like “Will the 66lb dumbbells work for my small home gym?” and “Do you have assembly videos for the exercise bike?” Some had timestamps from 3 AM. Others were marked as “urgent.”

“We realized we were losing sales not because our products weren’t good enough, but because we couldn’t be there when customers needed us,” Sarah explained. “It was heartbreaking, honestly.”

The team tried hiring another support person, but the math didn’t work for their lean operation. They needed a different solution.

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The Solution: Finding Our Match (And Some Happy Surprises)

When AtivaFit reached out to us about DashAssist, we knew this could be interesting. Fitness equipment isn’t like selling t-shirts or phone cases—customers have real technical questions that require actual knowledge.

The implementation happened on a Wednesday. We still remember because the AtivaFit team was nervous about “turning on” the AI for the first time. “What if it gives wrong weight recommendations?” one team member asked. “What if someone asks about assembly and it gets confused?”

Here’s what we discovered together: The AI didn’t just answer questions—it became like having a knowledgeable fitness equipment specialist available 24/7. It understood that someone asking about “space requirements” for dumbbells needed to know about both storage and workout space. It knew that bike questions often led to discussions about workout goals.

But the real magic happened in the first 48 hours.

Sarah texted us at 11 PM on Friday: “Someone just bought the complete home gym setup after chatting with the AI at 10:30 PM. They asked about combining the 66lb dumbbells with our adjustable bench, wanted to know about bike storage, and even got workout suggestions. The order was $1,247. This is crazy.”

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The Results: More Than We Expected

Two months later, we sat down with the AtivaFit team to review what had happened. The numbers were impressive, but the stories behind them were even better.

The metrics that caught everyone’s attention:

• 12% increase in monthly orders
• 21% boost in average order value
• Response time went from hours to seconds
• 71% of customer inquiries handled automatically

But here’s what really surprised us: The AI wasn’t just answering questions—it was helping customers build better home gyms.

“People started buying complete setups instead of individual items,” Sarah told us. “The AI would understand that someone interested in dumbbells might also need a bench, or that someone buying a bike might want to know about our trampolines for cross-training. It was making connections I hadn’t even thought of.”

The emotional impact was just as significant. Sarah went from feeling overwhelmed every morning to actually enjoying customer interactions again. “I get to focus on the really complex customizations now, like helping someone design a complete home gym for their unique space. The AI handles all the standard questions, and it does it better than I could at 2 AM.”

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What Our Customers Started Telling Us

The feedback began rolling in almost immediately, and it wasn’t just about faster responses—it was about the quality of help people were getting.

Lisa from Portland emailed us: “I was shopping for dumbbells at midnight (don’t judge—it’s when I have free time as a mom of two) and had questions about grip comfort and weight progression. I expected to wait until business hours for an answer. Instead, I got detailed responses instantly and ended up buying the full set plus the bench. My home gym is perfect now.”

Another customer, Mike from Chicago, shared: “I’m new to fitness and felt overwhelmed by all the equipment options. The chat help walked me through everything—what weights to start with, how the adjustable dumbbells work, even gave me beginner workout suggestions. I didn’t feel judged or rushed. Bought everything that night.”

But the feedback that really got to us came from Janet in Florida: “I have limited mobility and needed to know specific dimensions and weight distributions for the equipment. At 7 AM on a Sunday, I got detailed, patient answers that helped me choose the right setup for my physical therapy routine. This level of care is why I’m a customer for life.”

These weren’t just sales—they were people getting the right equipment for their fitness journey.

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What This Really Means for Fitness Brands

Looking back on the AtivaFit experience, a few things become crystal clear. First, when customers can get knowledgeable answers instantly, they don’t just buy—they buy confidently and they buy more.

Second, the late-night and early-morning sales were pure gold. “We discovered that 23% of our orders now happen outside business hours,” Sarah shared. “Those are sales we never would have captured before.”

But maybe most importantly, the AI freed up their human expertise for what really mattered. Sarah now spends her time on custom consultations, building relationships with their fitness influencer customers, and developing new product education content.

“I’m not drowning in basic questions anymore,” she told us. “I’m actually doing the work I love—helping people transform their health with the right equipment.”

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Want to See What This Could Look Like for Your Fitness Brand?

The AtivaFit story shows what’s possible when fitness expertise meets always-available support. Their 12% order increase and 21% AOV boost weren’t just about technology—they were about finally being able to serve customers the way they deserved.

If you’re running a fitness equipment brand and feeling stretched thin on customer support, we’d love to show you what DashAssist could do for your business.

See How DashAssist Works for Fitness Brands →

Want to read more details? Download the complete AtivaFit case study →

We’re excited to help more fitness brands deliver the kind of customer experience that builds lasting relationships—and drives real growth.

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Results from AtivaFit’s DashAssist implementation in 2024. Every fitness brand is different, and your results will depend on your specific product mix and customer base.