About Koala
Koala is on a mission to become the smartest way to buy high-quality furniture online. They sold 17,000 mattresses in their first year in business back in 2016, and recently won the 2021 Good Design Award Winner for Product Design—Furniture and Lighting.
It’s this simple yet unrelenting honesty to their products that has earned the brand over 14,200+ five-star reviews.
Influx team setup
Influx provides after hours support from 5pm-10pm via Zendesk and Zendesk Chat, while also providing back office support during Australian business hours.
Email and chat
Back office support for fulfillment
Influx team results
1,000+ responses/month after hours
40% after hours ticket volume
70%+ NPS
What they're saying about Influx:
What I like about Influx is that there’s this sense of being on the same team. There’s always a two way conversation. We’re working together.
We’ve matched or improved our scores while working with Influx. We track CES, CS NPS, Product NPS and CSAT.
Ben Cadenel, Customer Service Manager at Koala
About Influx
Influx builds full service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
View all case studies. Ready to try Influx? Contact sales.
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