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In 2016, digital agency owners, the Zaccaria brothers & co-founder Nick Humphreys, began their side hustle Linktree, it was the result of an instagram pain point - only allowing brands one link per bio, leading to an inefficient & disjointed user experience online.
Linktree overcame this problem by allowing brands & entertainers alike to utilize 1 link that led to multiple destinations. In turn big brands like HBO & Facebook, as well as celebrities like Selena Gomez & Tony Hawk utilised Linktree to connect their followers with their entire online ecosystem. This solution enabled Linktree to attract 2.8 million users organically & turn over $37 million ARR ‘on-the-side’.
To manage the millions of users Linktree chose Influx as their full CX solution. Influx responded by establishing a fully managed 24/7 global team of dedicated agents to manage Linktree’s exponential growth, month-to-month.
“While growing like crazy, we needed an outsourcing partner that would handle everything we threw at them on short notice - 24/7, new launches, multiple languages, custom troubleshooting and workflows. Influx nailed it with their flexible service model, exceptional agents and trusty management layer that felt like an extension of our own management team.”
-Dane Burgess, Head of Customer Support
The challenge
In 2020, Linktree was scaling and needed to provide customer support outside the normal working hours of their local CX operation. The team wanted to scale their support coverage with a quality extension of their internal team. They wanted to respond to their customers within 24 hours and bring their inbox down to zero.
The Solution
The Linktree-Influx team extension consisted of 26 full-time agents & 3 team leads from diverse global locations to ensure multiple time zone coverage. Agents in Brazil, Jamaica, Indonesia, and Kenya answer tier-1 and tier-2 support tickets. Multiple agents speak Hindi, Bengali, Indonesia, and Portuguese to better serve Linktree’s international user base. The Influx team handles both free and paid accounts for the client with all KPIs achieved.
Agents in Brazil, Jamaica, Indonesia and Kenya work standard Monday-Friday, 9am-5pm / 8 hour days, in their respective time zone. This ensures Linktree’s brand is supported by a healthy & high performance operation.
Key Metrics
‣ Operational Coverage 8 hours/5 days a week per agent, resulting in a total 7-day coverage weekly, ensuring that customer inquiries are addressed promptly any day of the week.
‣ Customer satisfaction score of 93% CSAT for for tier-2 ticket escalations
‣ Inbox zero for both paid and free accounts
‣ 10-minute First Response Time (FRT) across all channels for paid accounts
‣ <24-hours First Response Time (FRT) across all channels for free accounts
Get started with influx:
Influx was established in 2013 & has been trusted by 750+ brands globally, ranging from startup to scale.
Influx builds ethical 24/7, near-shore global customer support teams. We provide fully managed, flexible & high-performance agents. 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 a top tier CX experience with 24/7 support teams working on demand. See how brands work with Influx to deliver exceptional customer support or get a quote now.
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