About Blenders
Founded in 2012 in San Diego, Blenders Eyewear built its reputation on vibrant, high-performance eyewear with a bold, accessible aesthetic. Designed for people with active lifestyles, the brand quickly became one of the fastest-growing eyewear labels in the US — expanding to ship worldwide and attracting the attention of global eyewear leader Safilo Group, which acquired a partial stake in 2019 at a $90 million valuation.
With growth came the challenge of scaling customer experience to match global demand, particularly during high-volume seasonal sales events when the brand’s reach and engagement peak.
The challenge
Blenders needed a CX partnership that could balance brand voice, flexibility and cost efficiency while maintaining reliability and performance.
Their requirements included:
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Immediate backlog resolution – clearing 3,000+ customer tickets after a major marketing campaign.
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Scalable, cost-efficient model – flexing capacity during high-volume periods (Black Friday, Father’s Day, etc.) without long-term overhead.
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Global, 24/7 coverage – providing continuous support across time zones for customers worldwide.
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Brand and platform alignment – ensuring agents reflected Blenders’ energetic tone while maintaining consistency through transitions, such as moving from Zendesk to Help Scout.
The solution
Influx designed a hybrid CX model to provide both dedicated and flexible coverage, ensuring round-the-clock support and seamless scalability.
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Backlog recovery: Cleared 3,000+ tickets within two weeks using pre-trained eCommerce specialists familiar with delivery, product and order queries.
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Dedicated coverage: Established a team of 16 full-time agents across Jamaica and Indonesia, supported by regional leadership, QA and retraining cycles.
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Burst coverage: Added 14 flex agents to manage ticket surges of up to 20,000+ during major sales events.
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Global shift structure: Jamaican agents covered US business hours; Indonesian agents cleared tickets overnight, delivering true 24/7 support.
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Specialized service: Introduced dedicated agents for Rx (prescription) orders and helped the brand transition smoothly between helpdesk platforms.
This model gave Blenders large-scale reliability while keeping operations agile and cost-aligned — paying only for coverage when demand required it.
The results
With Influx in place, Blenders achieved faster response times, stronger customer satisfaction, and scalable coverage that matches internal quality standards.
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94% CSAT across all channels
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<2-hour average response time
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86% of total tickets handled
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20,000+ burst tickets managed during seasonal peaks
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24/7 coverage year-round
“The number one reason I like working with Influx is because it’s simple. They work with you to make sure you’re doing what’s best for your company. Influx is much more than just another vendor. They have such great people. I think that’s the thing I love about working with Influx. From sales implementation to the day to day operations, I’m working with good people with Influx. We staff externally first – going heavy with Influx, and as light as we can with everything else.”
Lexi Horn
Director of Customer Success, Blenders Eyewear
Key results
About Influx
Influx builds full service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality global support experiences, 24/7.
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