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Helpfeel

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

mederi Inc.

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

mederi Inc.

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. The prior FAQ also 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.

mederi low-dose pill packaging

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.