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Launched in 2005, this innovative fintech company set out to transform online payments with a focus on simplicity and trust. Nearly two decades later, it has grown into a global leader in the industry, providing flexible payment solutions to over 150 million users across 45 countries and partnering with more than 500,000 merchants worldwide.
The company’s groundbreaking “buy now, pay later” model redefined the online shopping experience, fueling rapid expansion. Entering the U.S. market in 2015 accelerated growth further, solidifying its position in major markets across Europe, North America, and APAC. Today, it holds a valuation of over $10 billion.
The need
A leading fintech company faced mounting challenges when it acquired a UK-based social shopping platform during the height of the pandemic. This platform experienced an unprecedented surge in ticket volumes as brick-and-mortar retailers pivoted to online sales. The company struggled to maintain response times and customer satisfaction amidst a 3,000+ ticket backlog, ultimately necessitating a scalable and cost-effective support solution.
1. Clear the backlog
After acquiring the new platform, the client struggled to manage ticket volume, resulting in decreased customer satisfaction due to slow response times. Tackling the 3,000+ ticket backlog became the number 1 priority.
2. After-hours and weekend support for 24-hour coverage
Increased activity during non-business hours contributed to the growing backlog. The client needed additional support coverage to catch up on tickets and prevent the backlog from growing further.
3. Fast response time and improved resolution rates
As a direct result of the backlog, the client needed a support solution that could manage tickets quickly and efficiently to keep their customers satisfied.
In April 2020, the client came to Influx for help.
Influx allowed us to seamlessly manage high ticket volumes without compromising quality, keeping response times under control and delivering a premium customer experience. Their team adapted quickly to our needs, providing the flexibility and expertise required to maintain customer satisfaction during a critical period of growth.
Influx team setup
- Support as a service
- Pay per response
- Management and training included
- Email coverage via Freshdesk
- 5:30 pm - 9 am Mon-Fri
- 24-hour weekend coverage Sat - Sun
- Region: Jamaica, Indonesia, and Kenya
The solution
Influx implemented its Support as a Service model to immediately address the client’s pressing challenges. With an urgent need to clear a 3,000+ ticket backlog, Influx deployed experienced agents from Jamaica, Indonesia, and Kenya, providing seamless coverage during critical after-hours and weekend periods. This setup ensured the client could offer 24/7 support, covering peak activity times that had previously gone unmanaged.
By offering flexible pay-per-response pricing, Influx allowed the client to scale support operations without exceeding budget constraints. Influx agents handled email inquiries through Freshdesk, adhering to strict KPIs while maintaining high-quality standards. Dedicated agents optimized workflows to resolve tickets quickly, minimizing reopen rates and ensuring a smooth customer experience. This comprehensive solution not only cleared the backlog but also established a reliable support system to prevent similar challenges in the future.
The results
Rapid ticket resolution - Cleared the initial 3,000+ ticket backlog and optimized workflows to prevent future backlog.
Email first response time (FRT) - Maintained first response times under one hour, surpassing the email support benchmark of 12 hours.
One-touch resolution rate - Achieved a one-touch resolution rate of 63%, exceeding the client’s target of 55% and ensuring that most issues were resolved on the first reply, minimizing the need for follow-ups.
Reopened tickets - Ensured ticket reopen rates remained below 3.6%, far better than the 15% industry benchmark, highlighting Influx’s efficiency in resolving issues comprehensively.
Quality assessment - Delivered an average quality assessment score of 48 out of 50, demonstrating a consistent commitment to excellence in customer interactions.
Support coverage - With Influx managing after-hours support Monday through Friday, and 24-hour weekend support, the client had full 24-hour coverage 7 days a week.
Get started with Influx
Influx builds flexible and scalable customer support teams. Our services range from eCommerce support, live chat support, sales support, 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.
