See the case study pdf.
The need
A mobile app used by summer camps needed to scale their customer service team during peak season when ticket spikes hit 5,000 tickets/month on average.
1. 7 days a week coverage
Due to the increased volume of tickets during summer, the client needed extended coverage on weekends and an extra layer of support on weekdays to assist their internal team.
2. Scalability during peak season
The client needed a customer support solution that could scale quickly during the summer months to handle an increased ticket volume.
3. Voice support, email, and in-app coverage
The client needed comprehensive support across multiple channels, including voice, email, and in-app communication, to ensure customers could reach out on their preferred channel.
We experienced serious growth and wanted a customer support partner that could handle summer ticket spikes when camps are in session. It was great to start off with one agent and increase that number as needed. Influx was easy to work with and quickly trained more agents to meet our needs. Plus, we saw an increase in CSAT and a decrease in missed calls!
- Senior Director of Operations
Influx setup
- 8 dedicated agents
- Voice support, email, and in-app coverage
- US coverage: 12 hrs, 7 days a week
The solution
The client came to Influx ready to ramp up customer support for peak season from May to August when volume spikes hit 5,000 tickets/month. The brand needed a support team to handle increased coverage and allow their internal team to focus on the business.
Within a month, the client scaled from 1 dedicated agent to 8 dedicated agents to handle voice support, email, and in-app coverage, 7 days a week. As the summer wrapped up in August, the brand scaled down to 2 agents.
The results
Customer Satisfaction (CSAT): Working with Influx, the brand saw an 11% increase in CSAT—a testament to Influx’s outstanding service quality and dedication to customer satisfaction.
Backlog Volume: The team achieved inbox 0 weekly, signifying their ability to manage 5,000+ tickets/month and stay ahead of any backlog.
Missed calls: When the client began working with Influx, the team responded to customers faster and more efficiently, decreasing missed calls by 56%.
Scalability: The brand scaled their agents from 1 to 8 during peak season to manage increased volume, then scaled down to 2 agents.
Get started with Influx
Influx builds fully flexible, high-performance customer support teams. Our services range from eCommerce support, live chat support, voice 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.
