See case study pdf.
About Helix Sleep
Helix Sleep (part of the 3Z Brands portfolio) is an innovative direct-to-consumer sleep brand with customers across the United States. As one of the most-awarded mattress brands on the market, Helix is renowned for celebrating the power of personal preferences and individuality while focusing on outstanding product quality and comfort.
Jump ahead to see the results.
The need
With a growing customer base and a peak season looming, Helix recognized the need for a scalable customer support solution that could address immediate challenges—starting with clearing a 2,000-ticket backlog—without sacrificing the personalized attention their customers have come to expect.
1. Clear the backlog
As the #1 priority, Helix Sleep needed to clear a 2,000-ticket backlog, as the backlog was impacting response times and customer experience. While Helix Sleep prioritized quality over speed, it was essential to clear the backlog quickly without compromising quality and return to handling real-time tickets efficiently.
2. Scale during peak season
Helix Sleep needed a customer service solution with the capacity to scale up quickly during peak season to reflect demand, ensuring they could maintain high-quality support while managing the surge in customer inquiries effectively.
3. End-to-end digital eCommerce support
As an online-only mattress retailer, every aspect of the customer journey, from browsing products to post-purchase support, needed seamless handling across multiple digital channels. To ensure customer satisfaction and loyalty, Helix Sleep needed a system that not only responded quickly to inquiries but also provided a personalized, high-touch experience throughout the entire online purchasing process.
4. Exceptional, tier 2 customer service
Helix Sleep needed a team to provide high-level support, ensuring customers felt valued and well cared for at every touchpoint.
In 2020, Helix Sleep came to Influx for help.
Influx was instrumental in helping us clear an overwhelming ticket backlog while maintaining the high level of personalized support our customers expect. Their ability to scale quickly during peak season allowed us to efficiently handle the surge in inquiries without sacrificing quality. Our partnership has flourished over the past few years, and their ongoing support continues to enhance our ability to meet our customers’ evolving needs.
- Zachary Gentry, Customer Experience at 3Z Brands
The results
Customer Satisfaction Score (CSAT): The team maintains above an 87.5% CSAT—outperforming the average eCommerce CSAT of 80% for an excellent customer experience.
Average Handle Time (AHT): Each customer interaction averages 8 minutes or less, allowing agents to efficiently manage ticket volumes without compromising on the quality of support provided.
Ticket Volume: Each agent handles 160+ tickets per week, maintaining high-quality responses and exceeding expectations regarding resolution time and customer satisfaction.
Support Coverage: Influx provides 8/7 coverage with a team of 4 dedicated full-time agents.
Get started with Influx
Influx builds flexible and scalable customer support teams. Our services range from eCommerce support, live chat support, voice 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.
