Sendle case study: 10 agents resolve 27,000+ conversations per month, then scale 2x in one month

About Sendle

Sendle is a sustainable parcel delivery service designed to help small businesses in the United States and Australia. The company cares about how business gets done, and every single shipment is 100% carbon neutral.

By unlocking the networks and volumes that are usually only available to bigger companies, the company is able to provide the best prices for customers. Over 5 rounds of funding, Sendle has raised $69.9M to date.

Influx team setup

Influx manages a team of 10 dedicated agents, which scales to a team of 26 during busy sales periods.

The Influx team is responsible for the following:

Multi-tier support and triage
CSAT improvement and insights
Back office support for logistics management

Influx team results

27,000+ resolutions by 10 agents per month
2x scale up in October
1 hour response times

How they got started with Influx

Sendle originally came to Influx while building their own internal support operation. As one of the fastest-growing companies in Australia, they relied heavily on word of mouth referrals which, in itself, requires a superior support experience for customers.

Sendle works with Influx to provide buffer layer support, Monday to Friday. Ensuring excellent service to their customers between peaks and internal coverage needs.

Two years on, Influx’s dedicated support team, works directly with Sendle’s internal team to resolve customer questions fast. The team reports to local management with regular QA, training, and retraining.

With the variability and seasonality of shipping services, the operation remains flexible and supportive of seasonal bursts, while continuing to work with Sendle to fit in with their evolving business needs.

What they’re saying about Influx

Influx has had a hugely positive impact on our operation and ultimately our customers.

They’ve been the motor running our ship; allowing our champs to spread out, focus on complex enquiries and build cadence in delivering quality responses while our company goes through continuous change and growth.

Angela Trinidad, Customer Service Team Lead, at Sendle

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.