Case Study: Kinsa scales customer support and maintains happiness with BrightReps

Kinsa Customer Happiness Built to Scale With BrightReps

Kinsa, a medical device and e-commerce company, needed to provide exceptional customer support outside of standard business hours and during seasonal spikes but struggled to hire and onboard qualified part-time agents. Their challenge was to scale their team flexibly without the high upfront costs of traditional hiring. They partnered with BrightReps to utilize its on-demand support agents and the Sidekick app workflow tool.

By using BrightReps, Kinsa was able to quickly screen and onboard qualified agents to handle off-hours and peak-season support volume without a lengthy hiring process. This solution eliminated significant onboarding costs and management overhead. BrightReps enabled Kinsa to scale its team to handle a 3X increase in support volume during flu season while maintaining high customer satisfaction.

Kinsa

Andrew Wilkinson

Head of Support