Motor Trend on Demand Case Study: 24/7 omnichannel support with 2x burst coverage

About Motor Trend on Demand

Motor Trend on Demand is an automotive entertainment platform streaming shows including Roadkill, Top Gear America, Wheeler Dealer, Celebrity Rides, and Motor MythBusters. Customers have exclusive access to live events, behind-the-scenes coverage, new releases, exclusive shows in a simple on-demand format.

Influx team setup

10 agents across 3 regions
24/7 support
Omnichannel coverage for email, chat, and social media
Burst & scale up capacity

Influx Team Results

3,000+ conversations p/month
30-minute response time, 24/7
2x burst capacity over the holidays
2x increase in one-click resolutions

Getting started with Influx

Motor Trend On Demand came to Influx after parting ways with a previous support provider. They wanted to build an extension of their in-house team to handle coverage across multiple regions for email, chat, and social media.

Influx created a hybrid team of five dedicated agents covering 16 hours per day and a Support as a Service team for weekends/bursts. Agents are located in Jamaica, Indonesia, and Kenya.

The team handles 3,000+ conversations/month with 30-minute response times. Within the first three months, there was an 81% reduction in first response times with a 2x increase in one-click resolutions. The team scales 2x for burst coverage during the holiday season and has been integral in assisting with internal system changes over the years.

What they’re saying about Influx

The Influx team is incredibly easy to work with and they have taken great interest in our business which makes things so much easier. I consider them an extension of our team.

We’re now delivering fast resolutions at all hours, across all channels, while covering seasonal bumps and launches.

We started with a simple Support as a Service team, and now have a combined team of 5+ agents and Support as a Service agents.

Erin Sprinkle, Head of Customer Experience at MotorTrend Group

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.