See the case study pdf.
When Australian brand Meshki launched in 2013, founders Natalie Khoei & Shadi Kord, who were students studying architecture, invested $200 a piece to launch their brand. Little did they know they’d be operating a $120 million global e-commerce fashion brand that was forecast to double in value by 2025.
After establishing themselves in APAC, growth stemmed from launching into the US market in 2020 & then Europe in 2022, where their brand grew by 589% in just 3 months. To support this growth they needed to scale their customer support globally.
A standard BPO was not going to deliver on the brand’s mission & this is where Influx partnered with Meshki to deliver an ethical, 24/7 customer support operation across the globe. Fast forward 2 years & the partnership has delivered beyond CX expectations, with an all time high of 95% CSAT, which continues to go from strength to strength.
Influx’s quality of work and positive attitude is the perfect solution to provide that first line of support for our customers globally & 24/7. Partnering with Influx has helped us take a majority of ticket load volume off our internal team, all while delivering excellent customer experiences. For us, one of the best benefits is their recruitment and management of awesome agents.
- Isaac Byers, Customer Service Manager at Meshki
The challenge
In 2022, Meshki, a brand with a cult-like following & a loyal and engaged customer base across 190 countries, was in need of outstanding service and support for their customer base.
With over 25,000 conversations a month, it was not an easy task for the internal team to manage & utilising a standard BPO was not an option. With a core brand value of delivering “the best customer service they’ve ever received” & for tickets to be resolved in one touch whilst also maintaining high levels of customer satisfaction (<90% CSAT), Influx was engaged.
To solve this, Influx acts as an extension of the existing team. As first layer support, Influx agents handle 85% of the conversations.
Confident in knowing that tier 1 support tickets are being handled with proactive and attentive customer care, the Meshki internal team focuses on delivering an outstanding experience to customers with tier 2 support issues.
The solution
The Meshki-Influx team extension consists of 10 full-time agents from diverse global locations to ensure multiple time zone coverage. Each agent works standard Monday-Friday, 9am-5pm / 8 hour days, in their respective time zone. This ensures Meshki’s brand voice is consistently delivered 24/7. This ethical follow-the-sun model ensures a healthy & high performance operation. The team handles 20,000 to 30,000 tickets per month across voice, email, and live chat, achieving:
‣ Email First Response Time (FRT) 34% faster than the retail benchmark (14 hours vs 17 hours)
‣ Live Chat First Response Time (FRT) of 50 seconds
‣ Phone average wait time in queue of 30 seconds
‣ Beyond the targeted customer satisfaction score of 90% CSAT
Influx agents conduct every interaction with an approach that is not just about resolving tickets, but creating meaningful conversations that resonate with Meshki’s brand values, including promoting body positivity and ensuring customer satisfaction across diverse geographies.
Accounting for 85% of all tickets, Influx’s team efficiently manages a range of inquiries, from pre-sales support encompassing restocking queries and style advice to post-sales support involving tracking shipments and resolving order-related issues. The Influx team utilizes three management tiers to ensure autonomous improvement and constant alignment, so Meshki can continue to focus on growth.
Key metrics
Customer Satisfaction Score (CSAT): Achieved 95% CSAT for chat & 92% CSAT for email (Target 90%> CSAT)
Email First Response Time (FRT): Achieved an FRT of less than 12 hours for non-urgent emails, with priority and urgent customer emails being addressed within 2 hours.
Live Chat First Response Time (FRT): Averaging 50 seconds, showcasing the team’s ability to engage with customers in real-time effectively. This rapid response time is particularly important for live chat interactions, where customer expectations for immediate assistance are high.
Average Handle Time (AHT): For email, the AHT was maintained at 30 minutes, and for live chat, an impressive AHT of 30 seconds was achieved, demonstrating the efficiency of Influx’s support agents in resolving customer inquiries quickly while maintaining quality.
Operational Coverage: Influx provided Meshki with 8 hours/5 days coverage per agent, resulting in total 7-day coverage weekly, ensuring that customer inquiries are addressed promptly any day of the week.
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 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.
