MoveWithViv is a wellness and movement studio founded by Viviane Then, offering ongoing group classes, themed workshops and multi-day retreats. The roster of programmes runs across multiple Singapore locations and changes monthly, with retreats taking the brand further afield several times a year.
The brand is built around the founder. Viviane's voice, philosophy and presence are the product, and the community that has built up around the studio expects to feel that personality across every interaction, whether they are booking a Tuesday class or signing up for a week-long retreat.
Students range from regulars who attend multiple classes a week to first-timers exploring whether movement work is right for them, plus a steady international audience who travel in for the retreats. Each group needs different information and different reassurance before they commit.
Because the offering is varied and timely, the same logistical questions cycle constantly: 'is there a class on Tuesday', 'is the next retreat still open', 'can I get on the waitlist for the spring cohort'. Every one of those questions, multiplied by the channel it arrived on, was landing on the founder's phone.
Running a creator-led wellness brand means the founder is also the operator. There is no separate front desk between Viviane and her students, which is part of the brand's appeal and also the operational problem.
Before deployment, every enquiry about class timing, retreat dates or waitlist status pulled the founder away from the actual work of teaching, programming new sessions, designing retreats and travelling to host them. Each individual reply was small, but the sum was a significant chunk of every day spent on logistics rather than craft.
Evenings and weekends, when most prospective students message, were the worst. People think about taking up movement after work or on a Sunday morning. Viviane was often mid-class or off the grid at exactly those moments, which meant a long lag between enthusiasm and reply.
The waitlist for retreats was particularly painful. Retreats sell in cohorts and require nurture between announcements, but there was no consistent system for keeping interested students warm. Some would self-rescue and ask for an update months later; many simply forgot and never converted.
The channels themselves were duplicating effort. The same question would arrive on Instagram DMs, then again on WhatsApp from the same person who could not remember which channel they had used last. Each duplicate was another tap on the founder's already-saturated attention.
The brand experience was also fraying around the edges. A studio whose entire pull is a personal relationship was, on the response side, starting to feel intermittent in a way that did not match the warmth of the classes themselves.
We deployed a team of AI agents across WhatsApp, Instagram and Facebook with email handoff for longer threads. The team was tuned specifically to Viviane's voice and the kind of warm, knowledgeable answer her community already expected.
A Class Concierge owns the everyday rhythm. It answers schedule, location and pricing questions for ongoing classes, knows which programmes are running this week, and books trial slots on the spot so a curious student does not have to wait for a confirmation that might come hours later.
A Workshop Coordinator handles the themed workshops that fire every few weeks. It explains the topic, the prerequisites, what the student will leave with, and confirms places as they come in, capping the room at the right number for the format.
A Retreat Specialist takes prospects through the deeper sale. Multi-day retreats involve travel, accommodation tiers, payment plans and a higher level of commitment, and the agent walks each prospect through the right itinerary with the depth those conversations need.
A Waitlist and Follow-up Agent keeps the brand warm between cohorts. Interested students get the right nudge at the right time when a new retreat opens, a workshop is announced, or a class slot becomes available, in a way that feels like an attentive studio remembering them, not a marketing automation.
All four agents share a unified picture of each student. A class enquiry one week and a retreat question three weeks later land in the same context, so the conversation can build over time the way a real studio relationship does.
Viviane retains full control of the brand voice. Any conversation that needs her personal attention, a recommendation about an injury, a custom retreat request, a sensitive question about practice, gets handed off cleanly with the thread already up to speed.
I run classes, workshops, and retreats across multiple locations. Before this, I was glued to my phone answering the same questions over and over. Now people get instant answers, book on the spot, and I get my evenings back.Viviane Then · Founder
Students now get answers and confirmations the moment they ask, instead of waiting for the founder to surface between sessions. The most common questions, class times, retreat availability, waitlist status, are answered in seconds across every channel.
The founder has her evenings back. The constant low-level pull of the inbox is gone, and the time previously spent typing logistics replies is now spent on the work that actually grows the brand: programming, teaching, designing retreats and showing up for students in class.
Programmes fill more reliably. Workshop seats and retreat cohorts move faster because the nurture layer is consistent rather than dependent on whether Viviane had time to reply that week.
The brand voice feels consistent across every channel. WhatsApp, Instagram and Facebook all sound like MoveWithViv, which means students stop second-guessing whether they messaged the right place or whether their reply got lost.
For a creator-led studio where the personal relationship is the product, having an always-on layer that protects that relationship rather than diluting it has been the difference between scaling thoughtfully and burning out trying.
Figures reflect the trailing 90 days against an internal baseline. Conversion lifts measured against the pre-deployment quarter.
Agents check the live class schedule and Stripe payment status to confirm bookings instantly, and surface the next available slot in the right level for each student before they have to ask.
This case study is featured with the permission of MoveWithViv's owners.
We design the team, train it on your products and tone, deploy it across the channels your customers actually use, and stay on as the operator.
