ResetSmile optimizes customer support & clears backlog with Influx

About ResetSmile

ResetSmile provides flexible, removable tooth replacement devices to customers across the United States. Operating entirely remotely, the company serves a predominantly elderly customer base and prioritizes a warm, seamless and reassuring experience throughout the purchasing journey. Their brand promise emphasizes patience, clarity, and customer delight—particularly during sensitive health-related conversations.

The Challenge

ResetSmile’s growth introduced several operational pressures:

• Unexpected call volume spikes (up to 160 calls/day)

• Missed calls requiring immediate recovery

• A backlog of “On Hold” cases stalled due to missing health forms or photos

• The need for emotionally resilient, patient voice support for elderly customers

• Limited coverage hours (Mon–Fri, 9am–5pm EST) with lean live-call staffing

To protect customer experience and reduce operational bottlenecks, ResetSmile needed a proactive support partner capable of speed, follow-through, and structured voice engagement.

The Solution: A Proactive, Voice-Centric Influx Operation

Influx deployed a remote voice and digital support team operating within ResetSmile’s defined brand standards, tooling stack, and service hours.

Influx consistently delivers for Reset Smile—even under pressure. When call volume surged to 160 calls a day, their team ensured every missed call was returned and every customer supported. They also proactively helped us clear ‘on hold’ cases by personally guiding customers through missing documentation over the phone. Their ability to solve problems quickly, maintain service during disruptions, and uphold our warm, inviting brand voice has made them a trusted extension of our team.

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Justin Marks, CDT, CEO and Founder of Reset Technology Corporation

Service Structure Delivered

Channels Supported

• Live Calls & Voicemail

• Email

• Outbound follow-ups (including abandoned cart & on-hold cases)

Technology Stack

• Zendesk (Talk + Email)

• Treat3D (order updates, refunds, account management)

Coverage

• Monday–Friday, 9am–5pm EST

• Dedicated live-call agents with outbound support flexibility

Operational Transformation

1. Call Spike Recovery & Missed Call Resolution

During one period, daily call volume surged from an average of 90–100 calls to 160 calls.

Despite the spike:

• All missed calls were recovered through proactive callbacks

• Agents tracked root causes and corrected them quickly

In subsequent weeks:

• Only 2 missed calls (hardware issue; resolved immediately)

• Only 8 missed calls, with 100% follow-up completion

This demonstrates rapid volume absorption without service degradation.

2. Clearing the “On Hold” Backlog

A major business need was reducing cases stalled due to incomplete customer documentation.

Influx implemented:

• Structured outbound scripts

• Professional apology-and-assist workflow

• Real-time form completion over the phone

Result:

Multiple cases moved from On Hold to Solved status after agents completed forms live with customers.

This directly reduced backlog and accelerated order progression.

3. Crisis Triage & Contingency Execution

When a power outage impacted call availability:

• Root cause identified immediately

• Agent shifted to outbound tasks

• Internal coverage reallocated to protect inbox SLAs

Hardware issues (e.g. headset failure) were also quickly identified and resolved—preventing recurring missed-call impact.

This reflects disciplined operational oversight.

4. Emotional Quality & Brand Alignment

ResetSmile defines its customer experience as:

“Pleasant, seamless… an opportunity to delight.”

Influx aligned fully with these standards through:

• Emotional resilience scoring

• Calm reassurance during calls

• Special patience for elderly customers

This ensured quality wasn’t sacrificed for speed.

Results

Performance Metrics

• Call surge handled: 160 calls/day peak volume

• 100% missed-call recovery during spike periods

• On Hold cases proactively converted to Solved

• Hardware and outage issues resolved same week

Operational Gains

• Backlog reduction through outbound engagement

• Structured root-cause tracking

• Improved live-call responsiveness

• Maintained brand-aligned tone for elderly customer base

Impact

With Influx, ResetSmile transformed reactive call handling into a proactive, structured support engine capable of:

• Absorbing unexpected volume spikes

• Actively reducing operational backlog

• Maintaining warm, patient customer interactions

• Delivering reliable performance within limited service hours

Influx provided the operational stability required for ResetSmile to scale confidently while protecting its customer-first brand identity.

About Influx

Influx builds flexible, on-demand global customer support teams for fast-growing brands. Through structured management, performance tracking, and proactive service models, Influx enables companies to scale without compromising quality.