Threadless case study: Burst coverage resolves 2,800+ seasonal backlog with 92%+ CSAT

About Threadless

Threadless is a 3-sided eCommerce marketplace connecting artists, consumers, printers, and distributors. Starting as a graphic t-shirt company, its brand of cool, unique designs drew a loyal following. The eco-friendly brand prides itself on sustainability and inclusivity for all.

For over 20 years, the company has partnered with hundreds of thousands of artists, promoting independent art for their global community. Today, Threadless has expanded into apparel, accessories, footwear, bags, masks, iPhone covers, and home décor.

Influx team setup

• 5 dedicated agents—US and European coverage

• After hours support

• Seasonal scale-up coverage

• Email and live chat support among artists, users, and printers/logistics partners

Influx team results

• Resolved a 2,800+ ticket backlog through burst coverage

• Consistent CSAT at 92+%

• Successfully manages seasonal spikes

How they got started with Influx

Threadless experienced massive growth during 2020, seeing a 200+% surge in customer volume. As their in-house community experience team was moving to a fully remote model, Brianne Henderlong (Community Experience Director) began exploring new ways to expand the community experience team. This is where Influx came in.

As a community-driven platform of designers, customers, and related parties such as printers and logistic partners, Threadless needed consistent, high-quality support to facilitate the flow among its community.

Influx built a 24/7 extension of the existing customer service team with five dedicated agents for its American and European communities. The team scales up for busy periods and consistently delivers timely support after hours, primarily through seasonal holiday spikes, ensuring consistent help during peak seasons.

What they’re saying about Influx

We had a pretty major growth spurt during 2020–COVID paired with the usual seasonality of online retail meant we were finding it a challenge to get on top of the backlog. Influx has been a fantastic addition to our operation.

In 2020, our internal team went remote and Influx’s remote, work from home solution was able to fit in seamlessly without missing a beat. It’s really been a simple experience–we’ve been able to maintain a 90+% CSAT, while staying flexible and giving our customers the high-quality support experience they expect.

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Brianne Henderlong, Community Experience Director at Threadless

Get started with Influx

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