Bearpaw case study: 100% customer support for 2x seasonal ticket spikes

About Bearpaw

Bearpaw is an outdoor lifestyle brand specializing in sheepskin boots and shoes for men, women, and children. The brand produces a wide range of footwear including warm boots, cozy slippers, and rugged hikers that encourage one to Live Life Comfortably.

The company celebrated 20 years of business last year. To mark the occasion, Bearpaw donated $20,000 to the Smartest Forest Fund to help restore fire-damaged areas in the Sierra Nevada forest. Continuing their efforts to support important causes this winter, Bearpaw has partnered with the USA for UNHCR in donating 120,000 pairs of warm boots to families in need in Ukraine.

Influx team setup

5 dedicated voice agents and 1 dedicated digital agent
Email, live chat, and voice
6-5pm PST coverage 5 days/week
Based in Jamaica and Brazil

Influx team results

Handles 100% customer support inbox
91% CSAT
2x seasonal ticket spikes managed

How they got started with Influx

Bearpaw previously worked with a customer support agency that wasn’t entirely connected to their internal operation. The brand sought to build a personalized team of CX experts that would work directly with their own CS manager.

Influx built a support operation of dedicated agents to deliver timely, high-quality email and voice support. The team handles 100% of all customer support for Bearpaw with an 91% CSAT. They also handle 2x ticket spikes during the holiday season when tickets rise from approximately 1,600 tickets to 3,500 tickets/month.

What they’re saying about Influx

Bearpaw started working with Influx to create more of an in-house feel for our customer support operations. We’re really satisfied with the relationship of our dedicated agents and the responsiveness of everyone at Influx.

Colin Pinelli, eCommerce Operations Manager at Bearpaw

Get started with Influx

Influx was established in 2013 & has been trusted by 750+ brands globally, ranging from startup to scale.

Influx builds 24/7, near-shore global customer support teams. We provide fully managed, flexible & high-performance agents. Our services range from eCommerce support, tech support, sales support, AI Management, Enterprise solutions and more to give you the customer assistance you need to prioritize other responsibilities and continue scaling your business.

Make your support operations fast, flexible, and ready for anything with experienced, 24/7 support teams working on demand. See how brands work with Influx to deliver exceptional customer support or get a quote now.