Chat Solution: PushPress
Chat Solution: PushPress
Company: PushPress, gym software company
Project: A chat solution for staff and admins of gyms to use to communicate with each other.
Role: Senior Product Manager – led ideation, discovery, requirements, and launch.
Increased communications usage on an old, legacy feature that did not meet client expectations.
Problem
Observation: The existing Chat offering within the Staff App - used by staff and admins at gyms - was the top 4 “deal winner” in converted prospects. However, it had the highest number of bugs attached to it, and anecdotally was one of the biggest pain points in discovery calls.
Pain points from client discovery:
There was excitement around consolidation chat into one product rather than using other products - sometimes paid - outside of the PushPress suite.
Basic functionality like threads, read receipts, and emoji reactions were missing from the existing feature.
Bugs plagued the system, including long or failed load times, messy UI, and other issues.
solution Design
Needed a working solution that met basic expectations with no bugs.
Assessment of build vs. buy - decided to continue to use third party software to avoid long build time
Built in the “basic expectation” features, including video attachments, threads, emoji reactions, and read receipts, which were all imperative to gym operations
Fixed all bug tickets associated with this feature
Results + Impact
Within 3 months:
Went from 8% clients actively using chat to 64%+ (increase of 700%)
Closed out over 100 customer issues associated with the Chat solution
Client
“This is all so good, love the idea of no more group text messages!”
Client