Brand Access case study: 95%+ CSAT for 8,500+ tickets per month

About Brand Access

Brand Access is a brand expansion agency dedicated to helping its clients strengthen their relationship with global customers by providing a full suite of eCommerce services in the United States, United Kingdom, European Union, Australia, and Asia. Partnering with Influx, Brand Access offers seamless customer support for their clients.

Influx team setup

6 dedicated agents per client
Support out of 2 two regions: Jamaica and Brazil
US coverage: 8 hours a day/7 days a week

Influx team results

CSAT 95%+
Handling 8,500+ tickets per month
Great team lead management

How they started with Influx

Brand Access came to Influx looking for a customer support partner to handle customer service for one of their client’s eCommerce stores. Managing the merchandise for the eCommerce shop, Brand Access handles many moving parts for the client and wanted customer experience experts to handle this aspect of the business.

Since partnering with Influx, knowledgeable agents answer all tickets, approximately 8500+ tickets per month. As customer support experts, the team handles US coverage out of 2 regions (Jamaica and Brazil) for 8 hours/7 days a week support. The Team Lead provides management for Zendesk audits, macros updates, and best practice recommendations.

What they’re saying about Influx

Brand Access supports clients with a lot of moving parts, so having a complete customer support solution is a requirement. Influx provides a dedicated team with excellent communication skills and a Team Leader that positively influences the agents they manage.

Alexandra Leone, Customer Success Manager at Brand Access

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.