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

- 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](https://n4h88u4sldz4wmyd.public.blob.vercel-storage.com/images/mederi_body.jpg)

## 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.