PadelOS · Player support report · June – August 2026
Player support, answered in seconds instead of hours
Player support, answered in seconds instead of hours
How players get help in PadelOS today, what we learned from every support message sent to 15 clubs this summer, and how PadelGPT becomes the first line of support for your club.
How players get help in PadelOS today, what we learned from every support message sent to 15 clubs this summer, and how PadelGPT becomes the first line of support for your club.
9.7 sec
9.7 sec
PadelGPT
PadelGPT
Median first reply, day or night, in the player’s language
Median first reply, day or night, in the player’s language
vs
4.8 hours
4.8 hours
Club staff
Club staff
Median first reply through the support chat, and 9.1% never got one
Median first reply through the support chat, and 9.1% never got one
1
How players get support in PadelOS today
How players get support in PadelOS today
Players have two ways to get help from their club, both inside the PadelOS player app.
Players have two ways to get help from their club, both inside the PadelOS player app.
PadelGPT
PadelGPT
An AI assistant built into the club’s app. Players ask a question in their own words and get an answer straight away, based on the club’s live data.
An AI assistant built into the club’s app. Players ask a question in their own words and get an answer straight away, based on the club’s live data.
Who answers
Who answers
PadelGPT, instantly
PadelGPT, instantly
When
When
24/7
24/7
Languages
Languages
Replies in the player’s language
Replies in the player’s language
PadelOS Support Tool
PadelOS Support Tool
An in-app chat where players message the club directly. Club admins read each message and reply by hand from the PadelOS admin panel.
An in-app chat where players message the club directly. Club admins read each message and reply by hand from the PadelOS admin panel.
Who answers
Who answers
Club staff
Club staff
When
When
When staff are free, around their other work
When staff are free, around their other work
Languages
Languages
Whatever the staff speak
Whatever the staff speak
2
PadelGPT at a glance
PadelGPT at a glance
PadelGPT for players went live on 1 July 2026. In its first two months, use more than doubled, from 224 conversations in July to 442 in August.
PadelGPT for players went live on 1 July 2026. In its first two months, use more than doubled, from 224 conversations in July to 442 in August.
660+
660+
conversations in July and August
conversations in July and August
461
461
players across 15 clubs
players across 15 clubs
8
8
languages; 29% of conversations weren’t in English
languages; 29% of conversations weren’t in English
85%
85%
of conversations answered outright
of conversations answered outright
What players ask PadelGPT
What players ask PadelGPT
Open matches
Open matches
22%
22%
Bookings
Bookings
17%
17%
Club info
Club info
13%
13%
Pricing
Pricing
13%
13%
Cancellations
Cancellations
10%
10%
Trainings
Trainings
9%
9%
Tournaments
Tournaments
7%
7%
Other
Other
8%
8%
Most asked: renting rackets and balls, viewing or setting a player rating, joining open matches, changing a booking, and paying with vouchers or discounts. 12% of conversations started while the club was closed.
Most asked: renting rackets and balls, viewing or setting a player rating, joining open matches, changing a booking, and paying with vouchers or discounts. 12% of conversations started while the club was closed.
What PadelGPT does
What PadelGPT does
PadelGPT handles the full range of player support, and gets better with every release. It works in three ways:
PadelGPT handles the full range of player support, and gets better with every release. It works in three ways:
Answers any question
Answers any question
Club policies, opening hours, facilities, prices, memberships and events, plus how the app works, all from the club’s live data and the player’s own bookings and wallet.
Club policies, opening hours, facilities, prices, memberships and events, plus how the app works, all from the club’s live data and the player’s own bookings and wallet.
Takes action for the player
Takes action for the player
Creates and cancels bookings, creates open matches, and handles the everyday operational requests players would otherwise send to staff.
Creates and cancels bookings, creates open matches, and handles the everyday operational requests players would otherwise send to staff.
Finds the right thing to buy
Finds the right thing to buy
Ask “how do I improve my rating?” and PadelGPT suggests the trainings, events and tournaments that suit the player’s level. Support becomes a sales channel for the club.
Ask “how do I improve my rating?” and PadelGPT suggests the trainings, events and tournaments that suit the player’s level. Support becomes a sales channel for the club.
3
PadelOS Support at a glance
PadelOS Support at a glance
The PadelOS Support Tool is an in-app chat where players reach out to their club and staff reply back and forth from the PadelOS admin panel.
The PadelOS Support Tool is an in-app chat where players reach out to their club and staff reply back and forth from the PadelOS admin panel.
1,457
1,457
requests from players, June to August
requests from players, June to August
3,232
3,232
player messages sent
player messages sent
2,143
2,143
replies written by 75 staff members
replies written by 75 staff members
273 → 739
273 → 739
requests per month, June to August
requests per month, June to August
What players ask club staff
What players ask club staff
Bookings
Bookings
22%
22%
Open matches
Open matches
21%
21%
Trainings
Trainings
13%
13%
Cancellations
Cancellations
11%
11%
Pricing
Pricing
11%
11%
Club info
Club info
7%
7%
Tournaments
Tournaments
5%
5%
Other
Other
10%
10%
Share of 1,457 support requests by topic. Players bring staff much the same topics they bring PadelGPT.
Share of 1,457 support requests by topic. Players bring staff much the same topics they bring PadelGPT.
4
How PadelGPT improves support
How PadelGPT improves support
We read all 1,457 messages players sent to club staff and asked one question of each: what would have happened if PadelGPT had answered it?
We read all 1,457 messages players sent to club staff and asked one question of each: what would have happened if PadelGPT had answered it?
Faster replies
Faster replies
Across all 15 clubs we observed, the chart below shows how long players waited for a real person at the club to reply to their support message. Almost half waited more than four hours, and nearly one in ten never got a reply.
Across all 15 clubs we observed, the chart below shows how long players waited for a real person at the club to reply to their support message. Almost half waited more than four hours, and nearly one in ten never got a reply.
Human support: time to the first staff reply
Human support: time to the first staff reply
Under 15 min
Under 15 min
9.5%
9.5%
15 min – 1 h
15 min – 1 h
14%
14%
1 – 4 h
1 – 4 h
20%
20%
4 – 24 h
4 – 24 h
32%
32%
1 – 3 days
1 – 3 days
12%
12%
Over 3 days
Over 3 days
4.2%
4.2%
Never answered
Never answered
9.1%
9.1%
Within 4 hours
Within 4 hours
Over 4 hours (48%)
Over 4 hours (48%)
No reply
No reply
Based on all 1,457 player messages to club staff, June to August 2026.
Based on all 1,457 player messages to club staff, June to August 2026.
PadelGPT answers the same questions in seconds: a median of 9.7 seconds, with 90% of replies within 23 seconds, at any hour.
PadelGPT answers the same questions in seconds: a median of 9.7 seconds, with 90% of replies within 23 seconds, at any hour.
Answers as good as the club’s, or better
Answers as good as the club’s, or better
In a blind test, a reviewer compared PadelGPT’s reply with the club’s actual reply to 40 real player questions, without knowing which was which.
In a blind test, a reviewer compared PadelGPT’s reply with the club’s actual reply to 40 real player questions, without knowing which was which.
70%
70%
of PadelGPT’s replies judged at least as good as the club’s (28 of 40)
of PadelGPT’s replies judged at least as good as the club’s (28 of 40)
23 vs 12
23 vs 12
times PadelGPT’s reply was judged better, versus the club’s
times PadelGPT’s reply was judged better, versus the club’s
11.5%
11.5%
of staff requests got an incomplete (8.4%) or incorrect (3.1%) answer
of staff requests got an incomplete (8.4%) or incorrect (3.1%) answer
Most of the inbox, handled
Most of the inbox, handled
31–44%
31–44%
of staff requests PadelGPT could fully answer today
of staff requests PadelGPT could fully answer today
92–95%
92–95%
it could handle with the admin assistant, which prepares staff-only actions for a one-tap confirmation
it could handle with the admin assistant, which prepares staff-only actions for a one-tap confirmation
13,863 h
13,863 h
of player waiting removed over three months
of player waiting removed over three months
~43 h
~43 h
of staff time saved per month across these clubs
of staff time saved per month across these clubs
Support chat · Saturday 13:20 · first reply after 44 hours
Player
Hi, can I move my booking to 17:00?
Hi, can I move my booking to 17:00?
Club staff, Monday 09:22
Our apologies for only noticing your question now. I hope you were still able to play!
Our apologies for only noticing your question now. I hope you were still able to play!
PadelGPT · Saturday 22:49 · reply in 17 seconds
Player
[Location], tomorrow 9.30
[Location], tomorrow 9.30
PadelGPT
Available tomorrow at 9:30: a double court, 60 or 90 minutes for £24, and a single court for £10. Which would you like?
Available tomorrow at 9:30: a double court, 60 or 90 minutes for £24, and a single court for £10. Which would you like?
The new support flow: PadelGPT first
The new support flow: PadelGPT first
Players always start with PadelGPT. The club only steps in when PadelGPT can’t resolve the issue, and the conversation closes once it’s done.
Players always start with PadelGPT. The club only steps in when PadelGPT can’t resolve the issue, and the conversation closes once it’s done.
1
The player asks PadelGPT
The player asks PadelGPT
Every support question starts here. Most are answered on the spot.
Every support question starts here. Most are answered on the spot.
2
PadelGPT summarises what it couldn’t solve
PadelGPT summarises what it couldn’t solve
If the issue needs the club, PadelGPT writes a summary of the problem and the conversation and sends it to the club as a message.
If the issue needs the club, PadelGPT writes a summary of the problem and the conversation and sends it to the club as a message.
3
A chat with the club opens
A chat with the club opens
Only now does a direct channel open between the player and the club. Staff already have the full context and can reply straight away.
Only now does a direct channel open between the player and the club. Staff already have the full context and can reply straight away.
4
The club marks it resolved
The club marks it resolved
Once the issue is sorted, staff mark it as resolved.
Once the issue is sorted, staff mark it as resolved.
5
The chat closes
The chat closes
The conversation disappears from the player’s app. Next time they need help, they start with PadelGPT again.
The conversation disappears from the player’s app. Next time they need help, they start with PadelGPT again.
The result: the support inbox only receives what really needs a person, such as complaints, disputes and goodwill decisions, and every message arrives already explained.
The result: the support inbox only receives what really needs a person, such as complaints, disputes and goodwill decisions, and every message arrives already explained.
5
More than support: a PadelGPT that belongs to your club
More than support: a PadelGPT that belongs to your club
Every club is different, so PadelGPT isn’t one-size-fits-all. Your team shapes what it knows, how it responds and what it recommends, so it answers like someone who works at your club.
Every club is different, so PadelGPT isn’t one-size-fits-all. Your team shapes what it knows, how it responds and what it recommends, so it answers like someone who works at your club.
Your own FAQs
Your own FAQs
Write the questions your players ask and the answers you want given. PadelGPT learns them and responds accordingly.
Write the questions your players ask and the answers you want given. PadelGPT learns them and responds accordingly.
Your own rules
Your own rules
Set explicit instructions for specific situations, such as who to contact about coaching, or how to handle a particular issue.
Set explicit instructions for specific situations, such as who to contact about coaching, or how to handle a particular issue.
Your own promotions
Your own promotions
Tell PadelGPT which trainings, socials, events and memberships to promote, and to whom. It recommends them at the right moment in the conversation.
Tell PadelGPT which trainings, socials, events and memberships to promote, and to whom. It recommends them at the right moment in the conversation.
Example rules a club might set
Rule
If a player asks about private coaching, share our head coach’s contact details.
If a player asks about private coaching, share our head coach’s contact details.
Rule
If a player is looking for beginner trainings at our north location, recommend our Tuesday evening beginner clinic.
If a player is looking for beginner trainings at our north location, recommend our Tuesday evening beginner clinic.
Rule
If a player asks how to improve their rating, suggest our level-based trainings and this month’s social tournament.
If a player asks how to improve their rating, suggest our level-based trainings and this month’s social tournament.
Example conversation
Player
How can I get my rating up from 2.5?
How can I get my rating up from 2.5?
PadelGPT
A structured training block is the quickest way. Our Intermediate Clinic on Thursdays is built for players at 2.5 to 3.0, and there are 3 spots left this week. This Sunday’s social tournament is also a good way to play rated matches at your level. Want me to book a spot?
A structured training block is the quickest way. Our Intermediate Clinic on Thursdays is built for players at 2.5 to 3.0, and there are 3 spots left this week. This Sunday’s social tournament is also a good way to play rated matches at your level. Want me to book a spot?
From support tool to sales channel
From support tool to sales channel
Because players talk to PadelGPT about what they want, whether that’s improving, finding partners or playing more, every conversation is a chance to point them to the right training, social or event. Your club gets a support tool that answers every question, and a marketing channel that promotes your programme to exactly the players it suits.
Because players talk to PadelGPT about what they want, whether that’s improving, finding partners or playing more, every conversation is a chance to point them to the right training, social or event. Your club gets a support tool that answers every question, and a marketing channel that promotes your programme to exactly the players it suits.
Your club’s own app, answering players in seconds
Book a demo
Your club’s own app, answering players in seconds
Book a demo
Your club’s own app, answering players in seconds
Book a demo