Case Study

Mobile app with 30 million global users improves CSAT from 90% to 94%

The challenge

An audiobook app company with 30 million users and a small customer service team needing to scale with an increased volume of ~7,000 tickets/month.

After a successful marketing campaign, this subscription-based service saw a huge spike in customer inquiries, which grew ticket volume to around 7,000/month. The company’s small internal team became inundated by the sudden increase in tickets — particularly during evenings and weekends. This after-hours backlog prevented the business from being able to catch up, and severely impacted first response time (FRT).

In 2018, the company came to Influx for help.

The need

With a committed, global customer base, plus being on track to achieve unicorn startup status, the company had very specific customer support needs, including:

  • Weekend + after-hours extended coverage — to address customer concerns promptly and reduce the internal team’s piling backlog.
  • Prompt first response time (FRT) — to improve service quality and responsiveness.
  • A flexible, scalable support solution — to manage spikes in ticket volume for a consistent, high-quality support experience year-round.

The company sought a high-quality support solution to ensure seamless service delivery and maintain a reputation for excellence.

The solution

As an extension of the company’s internal team, Influx provided a Support as a Service solution of 6 dedicated agents in 3 regions. This solution provided customers with 24/7 coverage, enabling real-time support no matter the time of day.

The Influx team handled ⅓ of total ticket volume (roughly 2,000-3,000 tickets/month) via email, to achieve:

  • An 80% reduction in first response time (FRT) from ~40 hours to >8 hours
  • An increase in customer satisfaction score (CSAT) from 90% to 94+%
  • An average response of 60 tickets/day/agent

Since the partnership began in 2018, Influx acts as a flexible layer of support, scaling up or down depending on the company’s ticket volume to maintain consistent, high-quality coverage throughout the year.

Get started with Influx

Influx builds fully flexible, high-performance customer support teams. Our services range from mobile app support, live chat support, phone 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.