Improving Customer Communication & Quality Scores at Fella & Delilah

Overview

Fella and Delilah are the telehealth clinic for busy families in Middle America to get to a healthier weight

Facing inconsistent communication styles and training inefficiencies, Fella & Delilah needed a way to standardize their customer interactions without losing authenticity. By implementing structured training programs and real-time performance insights, they improved communication quality, reduced inefficiencies, and boosted customer trust—achieving an 11% increase in quality scores within three weeks.

Industry

Telehealth

CUSTOMER

Customer Service and Clinical Ops Lead

user since

Dec 2024

Website

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The Challenge: Making Customer Conversations More Authentic

Fella & Delilah wanted every customer interaction to feel natural, empathetic, and helpful. But they ran into a few roadblocks:

Short onboarding periods made it hard to refine soft skills quickly.
Team members came from different professional backgrounds, leading to inconsistent communication styles.
Some responses sounded too robotic or formal, eroding customer trust.

This inconsistency impacted key metrics like NPS and customer experience (CX):

Lower trust – Customers were less likely to feel heard or understood.
Longer resolution times – Inefficient communication led to unnecessary back-and-forth.
Increased workload – Confusing or cold responses meant more follow-ups.

Customers want to feel heard and cared for. When that didn’t happen, it hurt their overall experience.

Arvee Sese, Customer Service and Clinical Ops Lead

Finding a Scalable Solution

At first, Fella & Delilah tried to handle quality assurance (QA) internally, but the process was:

Too manual – Reviewing, evaluating, and providing feedback took too much time.
Inconsistent – Different team leads had different standards, leading to confusion.
Hard to scale – As the company grew, the process became unmanageable.

After considering several options, they landed on a better approach:

Consistent, omni-channel evaluations – Ensured communication quality across every customer touchpoint.
Customizable training – Reinforced the exact tone and style they wanted.
Actionable insights – Provided clear, data-backed recommendations for improvement.
Simple and intuitive setup – Easy for the team to start using without a steep learning curve.

How They Transformed Customer Interactions

Fella & Delilah rolled out the solution across two key teams:

1. Strengthening Customer Service Training

Integrated structured assessments into onboarding to help associates develop the right tone, empathy, and clarity.
Created ongoing training programs to ensure high communication standards were consistently met.

2. Enhancing Sales Conversations

Built structured simulations to improve deal progression and closing skills.
Used persona-based training to help reps adapt to different customer types and scenarios.

With custom scorecards and real-time evaluations, leadership could pinpoint exactly where improvements were needed and provide immediate coaching.

We built a scorecard to reinforce the communication style we wanted. It helped us identify words and phrases that didn’t align with our brand voice.

Arvee Sese, Customer Service and Clinical Ops Lead

The Results: A More Engaging Customer Experience

The impact was clear and measurable:

11% improvement in communication scores in just three weeks.
Better customer interactions – Leading to improved NPS and CX scores.
Faster training – The entire 60-member team is on track to hit communication excellence in months instead of years.

What’s Next: Sustaining High-Quality Communication

By using AI-driven communication training, Fella & Delilah has successfully:

Created a clear, standardized communication framework while keeping conversations authentic and empathetic.
Reduced unnecessary follow-ups, making interactions smoother and more effective.
Built a scalable training process that keeps improving over time.