press release: Keepme
Revolutionary studies reveal slow response times on inbound fitness leads are a problem
08 Aug 2024
Keepme research shows fitness sales and marketing teams are not adequately resourced to promptly answer enquiries / Keepme
Key Findings from the Studies
Hilary McGuckin, Keepme's Director of Marketing, spearheaded the comprehensive "Fitness Industry Time to Reply" studies, uncovering eye-opening insights into the current state of lead response times among UK and North America fitness operators. The studies reveal significant delays in responding to membership enquiries, with substantial implications for gym sales performance in an omni-channel environment.
“We know from our research that leads responded to within 5 minutes are 100 times more likely to ‘connect’ and engage in conversations around booking tours, and 21 times more likely to convert into genuine membership opportunities. However, what we uncovered demonstrates that most operators' sales funnels simply aren’t optimized for lead generation because they can’t meet consumers' expectation of immediate, or near-immediate response times.”
McGuckin continued “It's striking that 42% of email enquiries and around 50% of all social media enquiries in the UK went completely unanswered and over 50% of North America membership info requests received no reply. Of the replies we did receive, we see there is huge potential to close the timeliness gap and dramatically improve lead generation efforts simply by becoming appropriately responsive and meeting the expected ‘certainty of reply’.”
The studies determine that fitness sales and marketing teams are not adequately resourced to promptly answer enquiries with real replies in a way that meets researched and reported consumer expectation, and that sales team members are too heavily utilized across administration, providing in-person tours and making call-backs that effective servicing of these ‘pots of potential, simply can’t be accommodated in their busy schedules’.
UK Fitness Operators Study Highlights:
• UK Multi-Site Brands avg lead response time is 714 minutes (emails).
• UK Public Leisure avg lead response time is 676 minutes (emails).
• 50% of all UK email enquiries went unanswered.
More analysis and UK Fitness industry lead response times across social media is available here.
North American Fitness Operators Study Highlights:
• North America Athletic Clubs/Single-Site Health & Fitness clubs avg lead response time is 172 minutes.
• North America Multi-Site Independents avg lead response time is 65 minutes.
• Franchise/Corporate Chains North America is 472 minutes.
• 58.19% of all North America email enquiries went unanswered.
More analysis and North America Fitness industry lead response times across social media is available here.
The studies highlight a significant gap between consumer expectations and current industry practices, with slow response times causing fitness clubs to miss out on substantial membership opportunities.These findings underscore the critical importance of prompt follow-ups, as ‘leads responded to within 5 minutes are 100x more likely to ‘connect’ and converse with you, and 21x more likely to convert into genuine opportunities’.
In response to these findings, Keepme this week announced the launch of the Keepme AI Sales Agent, a state-of-the-art solution designed to revolutionize lead generation and prospect engagement for fitness operators. These ‘omni-channel’ AI sales agents have been designed to ensure efficient, on-brand and informative responses to inbound enquiries, across live web chat, voice activation, WhatsApp, Instagram, Facebook, email, inbound and outbound calls; significantly improving lead conversion rates. Importantly, the agents are highly trained in the use of natural language, thus able to provide exceptional prospect experiences, in line with consumer demand for near-instant enquiry engagement.
Ian Mullane, CEO & Founder of Keepme, commented: "The results of our studies are a wake-up call for the fitness industry. The gap between consumer expectations and actual response times is staggering. Our Keepme AI Sales Agents are designed to bridge this gap, providing immediate, personalized responses to potential members, ensuring no lead is left unattended. They’ll actively book more tours and trials too, resulting in greater revenue growth from more active pipelines."
Both the UK and North America studies are live and ungated on the Keepme website for fitness operators to read.
More press releases and updates from Keepme:
Keepme has today announced a suite of groundbreaking enhancements to its platform, set to
pave the way for the direction that AI will take next as it relates to the Fitness Industry.
Keepme, a leader in AI-driven CRM solutions for the fitness industry, has been named as one
of the UK's top 12 startups to watch for 2024 by Sifted.
Keepme has announced the release of the latest addition to their Best Practice Series - "10
Micro-Strategies to Elevate Membership Sales via Your CRM."
Elevate 2024, the premier event for the fitness, physical activity, and sports therapy
industries, has announced two must-attend panel discussions on AI as part of this year's
robust program.
In a shift from tradition, Keepme have announced that the upcoming May Open-House session
will be led by their expert Marketing team.
Keepme
Email: [email protected]
Web:
www.keepme.ai
Address:
71-75 Shelton Street,
London,
WC2H 9JQ,
United Kingdom
Ian Mullane, CEO & founder
Keepme video gallery:
What is Keepme? from Keepme on Vimeo.
Key personnel
Ian Mullane, CEO and founder
Jeet Kohli, chief technical officer
Michelle Thavasi, director of customer success
Hilary McGuckin, director marketing
Jon Dickson, director of sales – EMEA
Chris Guaty, director of sales – North Americas
Jeet Kohli, chief technical officer
Michelle Thavasi, director of customer success
Hilary McGuckin, director marketing
Jon Dickson, director of sales – EMEA
Chris Guaty, director of sales – North Americas
Key customers
Keepme’s customers are spread across 16 countries globally.
From major franchises in APAC to council leisure centres and Trusts in the UK, to high-end multi-site operators in the Americas and the Middle East.
From major franchises in APAC to council leisure centres and Trusts in the UK, to high-end multi-site operators in the Americas and the Middle East.
Plans for the next 12 months
Keepme’s mission is to revolutionize the way fitness operators achieve revenue growth by transforming how they engage with prospects and members. We strive to constantly deliver on the cutting-edge of what technology can offer in our industry, doing so with quick deployment and low resource requirements for our customers.
In the summer of 2023 we launched Keepme Creator, the industry’s first generative AI tool and V3 of our core products, Keepme Sales and Keepme Membership.
In 2024, we strive to continue redefining how the industry operates. As the industry becomes more responsive to AI and technological advancements, we will be here delivering educational content and empowering operators to make the most of AI within their facilities.
We added Keepme Academy to our offering in January 2024, as well as a new scheduling feature - and we have a number of other platform developments planned for the rest of 2024.
In the summer of 2023 we launched Keepme Creator, the industry’s first generative AI tool and V3 of our core products, Keepme Sales and Keepme Membership.
In 2024, we strive to continue redefining how the industry operates. As the industry becomes more responsive to AI and technological advancements, we will be here delivering educational content and empowering operators to make the most of AI within their facilities.
We added Keepme Academy to our offering in January 2024, as well as a new scheduling feature - and we have a number of other platform developments planned for the rest of 2024.
Testimonial
"Before the team had access to Keepme, we faced several challenges. One of the main issues is that leads were arriving into multiple systems and inboxes, making it very difficult to manage and keep track of leads. This was time-consuming and challenging in terms of maintaining an efficient workflow and responding to enquiries/potential opportunities effectively."
– Darryl Dewar, group sales & customer experience manager, BH Live Active
– Darryl Dewar, group sales & customer experience manager, BH Live Active
Testimonial
"What Keepme uniquely offers is the ability to integrate with any fitness industry software platform that has an API...Keepme gives us one seamless digital process and frees our customer experience teams to focus on our members. We have greater customer insights - and no need to download reports, upload triggers, or prepare communications.”
– Gareth Bacon, head of product, Wellfit
– Gareth Bacon, head of product, Wellfit
Testimonial
"If you have tried some of the AI content tools on the market, you will find the results are never quite right. So, once I heard that Keepme was coming out with their content creator tool, I had very low expectations. But I have been pleasantly surprised by the diversity with this tool! I have played around with the “tone of voice” and it is spot on."
– Meredith DeAngelis, CMO, Village Health Clubs & Spas
– Meredith DeAngelis, CMO, Village Health Clubs & Spas
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