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Helpfeel

A 47% Drop in Inquiries — and 2 FTE of Savings — at a Femtech Subscription

mederi Co., Ltd.

D2C / Femtech Subscription (Online Healthcare)1-500 employeesCustomer Support

mederi Co., Ltd.

At a glance

  • Inquiries reduced 47% within one year of deployment
  • Labor cost savings equivalent to 2 full-time employees
  • ~460,000 registered users on its messaging channel

mederi runs women's-health subscription services including "mederi Pill," an online consultation service where OB/GYNs prescribe contraceptives. Rapid growth to ~460,000 users in roughly three years drove inquiry volume up in tandem, straining a three-person support team — and the prior FAQ required routing every edit through an outside web vendor, making timely campaign updates impossible.

The Challenge

The team also saw inquiry demand itself as a UX signal: if a user had to contact support, that was a gap to close.

Why Helpfeel

Primary criteria were non-engineer editability and high end-user usability. Helpfeel's editing interface and its as-you-type search experience made it the clear pick.

What They Did

Replaced jargon with patient-friendly language across medically supervised articles (every article reviewed by internal pharmacists and physicians).

Expanded sensitive health-topic coverage so anxious users can self-resolve without disclosing their name.

Routed the inquiry funnel through the FAQ first — users about to submit a question pass through relevant articles, a structural change cited as a major driver of reduction.

Tracked customer-satisfaction KPIs (CSAT, first-contact resolution, response time) rather than a blunt zero-inquiry target — appropriate for a service where some contact is healthy.

Results

Inquiries fell 47% in a year, the inquiry rate dropped from a 5-7% baseline, and the team realized ~2 FTE of labor savings. Recurring payment-error contacts were cut by pairing a new FAQ article with a link inside the automated payment-error email. Inquiries that still arrive are treated as "treasure" — VoC fed cross-functionally into product changes like a MyPage redesign.

Looking Ahead

mederi plans to integrate Helpfeel with other systems for more personalized delivery, with the FAQ serving as a steady support pillar that helps users take their medication with confidence.