Koala case study: After-hours email and chat support powering 70%+ NPS

About Koala

Koala is on a mission to become the smartest way to buy high-quality furniture online. They sold 17,000 mattresses in their first year in business back in 2016, and recently won the 2021 Good Design Award Winner for Product Design—Furniture and Lighting.

It’s this simple yet unrelenting honesty to their products that has earned the brand over 14,200+ five-star reviews.

Influx team setup

Influx provides after hours support from 5pm-10pm via Zendesk and Zendesk Chat, while also providing back office support during Australian business hours.

• Support as a Service and 1 dedicated agent

• Email and chat

• Back office support for fulfillment

Influx team results

• 1,000+ responses/month after hours

• 40% after hours ticket volume

• 70%+ NPS

What they're saying about Influx:

What I like about Influx is that there’s this sense of being on the same team. There’s always a two way conversation. We’re working together.

We’ve matched or improved our scores while working with Influx. We track CES, CS NPS, Product NPS and CSAT.

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Ben Cadenel, Customer Service Manager at Koala

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.