Karbon case study: Delivers 24/7 worldwide customer support with 80%+ CSAT and 2,000 conversations a month

About Karbon

Karbon is a next-generation collaborative work management software for accounting firms to combine emails, discussions, tasks, and workflows. Visibility, efficiency, and connectivity are at the center of the company’s mission.

The California-based company has raised nearly $21m in funding.

Influx team setup

Influx team results

80%+ CSAT
81% of outbound volume per month
2,000+ conversations per month

How they got started with Influx

Stuart McLeod, CEO and co-founder of Karbon came to Influx after experiencing 2-3x growth in 2018 and 2019. The entire team at Karbon was jumping into the support queue–which was distracting them from their core focus: growing the business.

Stuart was looking for a high-quality solution that would provide a layer of support to enable Karbon to focus on developing its product to drive future growth. Influx came on board to provide 24/7 live chat coverage across three regions for their globally growing customer base.

To date, the Influx team handles over 81% of the 2,000+ live chat ticket volume via Support as a Service while maintaining an 80+% CSAT.

What they are saying about Influx

Working with Influx has allowed us to scale up 24/7 support quickly while delivering a thoughtful and helpful experience. Intercom + Influx delivers fast resolutions for all of our customers. The partnership has been super easy for us to get along with the Influx management, and it’s been a wonderful experience.

Andi Ancheta, VP of Customer Success at Karbon

Get started with Influx

Influx was established in 2013 & has been trusted by 750+ brands globally, ranging from startup to scale.

Influx builds 24/7, near-shore global customer support teams. We provide fully managed, flexible & high-performance agents. Our services range from eCommerce support, tech support, sales support, AI Management, Enterprise solutions 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.