Spoonflower case study: 91% CSAT for 3,200+ tickets per month with scale-up capacity for seasonal spikes

About Spoonflower:

Spoonflower is an on-demand digital printing marketplace for custom fabric, wallpaper, and home decor. The brand connects makers and consumers with independent artists around the world, using eco-friendly, sustainable, and scalable manufacturing processes.

Influx team setup:

• 5 dedicated agents

• Chat and email via Zendesk

• Scale up capacity for seasonal spikes

Influx team results:

• 91% CSAT

• 1-minute FRT for chat

• 3,200+ tickets per month

How they started with Influx

Spoonflower came to Influx in September 2021 in preparation for seasonal spikes from Black Friday through New Year. They needed an additional team to handle ticket spikes during the holidays and ensure a 90%+ CSAT.

The Influx team consists of 5 dedicated agents based in Jamaica with a flexible scale-up of two additional agents for peak season starting each October. The team exceeds the targeted ticket value of 750 tickets per week, handling 3,200+ tickets per month with a 1-minute first response time for chat and a 91% CSAT.

What they say about Influx:

Spoonflower has had a consistently great relationship with Influx since the start. Huge kudos to the agents who all achieve/maintain a high CSAT score and exceed their KPIs. We use the Influx team as the benchmark for all customer support at Spoonflower and utilize their feedback for operational and service improvements.

---

Molly Coleman Graven, Customer Service Supervisor at Spoonflower

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.