See the case study pdf.
About Blenders
Blenders is an eyewear brand specializing in vibrant products with a bold aesthetic. Founded in 2012, the San Diego-based company emphasizes progressive colors aimed at an active lifestyle and demographic.
Blenders is one of the fastest-growing sunglasses brands that now ships worldwide. In 2019, the company was partially acquired by Safilo Group at a valuation of $90 Million.
Influx Team Setup
- 16 dedicated agents year-round
- 14 flex agents for sales periods (Black Friday, etc..)
- 24/7 email and chat support
- Social media experts
Influx Team Results
- 94% CSAT
- 86% of Tickets Handled
- <2 hour response time
- 20,000 Burst Tickets Managed via Burst Coverage
Getting Started with Influx:
Blenders approached Influx with a backlog of 3,000+ tickets following an especially successful marketing campaign. In addition to clearing the inbox, they needed a flexible long-term solution that worked within their cost model and unique brand voice/style.
Influx cleared the inbox in two weeks using a team of on demand agents. These agents already knew how to resolve common eCommerce issues around delivery, product questions and coupon codes, and they were quick learners, having already worked with many eCommerce brands. For sales bursts, Influx built a 3x support team to scale up quickly in November and December. Blenders then is only paying for hours when they have the inbound volume to keep agents busy.
Influx then built a long term solution of dedicated agents working from two regions: Jamaica and Indonesia. Jamaican agents managed tickets during the US work day. Indonesian agents cleared the inbox in the evening. Both teams reported to local management with regular QA, training and retraining.
Since starting with Influx in 2018, dedicated agents handle 24/7 coverage for customers around the globe. 14 flex agents handle burst coverage for busy sales periods including Black Friday/Cyber Monday, Father’s Day, and more. The brand also added dedicated agents for Rx purchases, assisting customers with prescription glasses orders. Recently, the Influx team helped Blenders transition from Zendesk to Helpscout with agents working both help desks during the move.
What They’re Saying about Influx:
“The number one reason I like working with Influx is because it’s simple. They work with you to make sure you’re doing what’s best for your company.”
“Influx is much more than just another vendor. They have such great people. I think that’s the thing I love about working with Influx. From sales implementation to the day to day operations, I’m working with good people with Influx. We staff externally first – going heavy with Influx, and as light as we can with everything else.”
- Lexi Horn, Director of Customer Success at Blenders Eyewear
About Influx
Influx builds full service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
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