See the case study pdf.
About JS Group
JS Group is a leading player in the eCommerce fashion industry, with an impressive portfolio that includes six iconic brands such as Halston, Kay Unger, and AMUR. Known for its loyal customer base, JS Group offers a diverse range of high-quality women’s wear across both direct-to-consumer (D2C) and wholesale channels.
The company has built a strong reputation for style and innovation, with each brand maintaining its own distinct identity while collectively contributing to JS Group’s continued success in the competitive fashion market.
Jump ahead to see the results.
The need
JS Group boasts an impressive portfolio of six eCommerce fashion brands, each with a loyal following, creating a unique situation for their customer support.
With a small internal team, JS Group struggled to manage the growing ticket volume and needed to expand coverage to include weekend support. After one agent left, JS Group needed a reliable solution to ensure consistent support and handle peak demands, especially during high-traffic periods.
1. Weekend customer support
JS Group recognized the need for consistent support every day of the week. Expanding to weekend coverage became essential to handle demand and maintain a high-quality experience across their six brands.
2. Scalability for peak season
Scalability was an important factor in ensuring customers received support during Q4. JS Group needed a reliable customer service solution, especially during sales events and the high-demand period from November to early January.
3. Brand-specific representation
Since JS Group manages multiple eCommerce brands, agents needed to respond as the correct brand in each interaction, ensuring seamless brand consistency across customer communications.
4. Efficient ticket management
With a high ticket volume and limited staff, JS Group needed to ensure quick response times and effective ticket resolution to maintain customer satisfaction.
In June 2022, JS Group came to Influx for help.
Since partnering with Influx, our team has been able to handle the increasing demand across our six brands with ease. The dedicated agents truly understand the unique needs of each brand, and their support has been crucial, especially during peak seasons. Influx has become a true extension of our team, and we can always count on them to deliver the level of service our customers expect.
- Kristina W., JS Group
Influx team setup
- 3 dedicated agents
- Digital-only via Gorgias
- End-to-end live chat and email eCommerce support
- 9-5 EST coverage, 7 days/week
The results
In the first 6 months of the partnership, the team achieved an average CSAT of 93%, with 471 tickets/month on average closed.
The Influx team handled end-to-end eCommerce customer support, resolving tickets including shipping, price matching, refunds, returns/exchanges, order information changes, and cancellations.
Customer Satisfaction Score (CSAT): The team has achieved a 94.2% customer satisfaction score (CSAT)—outperforming the average eCommerce CSAT of 80% for an excellent customer experience.
Median First Response Time (FRT): The team achieves a median First Response Time (FRT) of 26 minutes, ensuring high-quality handling of customer inquiries.
Median First Resolution Time: The team maintains a median First Resolution Time of 20-24 hours via email support, effectively addressing customer issues within a day to ensure a smooth and satisfying experience.
Support Coverage: Influx provides 8/7 coverage with a team of 3 dedicated agents.
Get started with Influx
Influx builds flexible and scalable 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.
