See the case study pdf.
A popular roller skates eCommerce company struggles to manage a growing backlog of 2,300 tickets—delaying first response time.
The need
Clearing the backlog was the #1 priority for the brand, as it was impacting every aspect of their customer service.
1. Clear the backlog
The small team struggled to keep up with the holiday season’s customer demand, leading to a backlog of 2,300 tickets. While the brand prioritized quality over speed, it was essential to clear the backlog quickly without compromising quality and return to handling real-time tickets efficiently.
2. 24-hour first response time (FRT)
Due to the backlog, the team’s first response time was 3 weeks. The eCommerce benchmark for email FRT is 17 hours. Customers reaching out weren’t getting the fast responses they needed to exchange products—a big problem during Q4 where a majority of shipments include gifts.
3. Customer service manager
The brand had no internal customer support manager, and no structure to solve the backlog. They needed a management level to monitor quality, and progress on the backlog, plus put initiatives in place to prevent future backlog.
The Influx agents are so professional and resourceful when it comes to customer support. They’ve made helpful suggestions to improve our Zendesk experience and consistently think of how to best speak with customers. When the backlog was cleared and things settled a bit, Influx was supportive of our decision to scale down an agent. They really are a flexible solution made up of great people.
The solution
Influx provided two full-time dedicated digital-only agents (management included) with a target to clear the 2,300 ticket backlog in one month. The Influx team got the inbox down to 0 in just 10 days by implementing macros and optimizing the client’s use of Zendesk.
After solving the backlog, the brand kept one Influx agent on to handle 50-60% of the inbox and maintain inbox zero for the internal team. Not only does the agent respond to customers professionally, but they have made suggestions to continue improving the customer experience.
The results
- Cleared 2,300 ticket backlog in 10 days, beating the target of 1 month.
- After clearing the backlog, the team maintained inbox zero.
- Zendesk optimization
- 9 a.m. - 5 p.m. Eastern Time (US & Canada)
Get started with Influx
Influx builds fully flexible, high-performance 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.
