Case Study: Koala achieves 70%+ NPS with Influx after-hours email and chat support

After Hours Email and Chat Support Powering 70%+ NPS

Koala, the furniture brand on a mission to make it easier to buy high-quality furniture online, needed reliable customer support coverage beyond normal business hours as its business scaled. They partnered with Influx to provide after-hours email and chat support, along with back office support during Australian business hours, using Zendesk and Zendesk Chat.

Influx set up a dedicated agent to handle after-hours support from 5pm to 10pm, helping Koala manage fulfillment-related back office work and respond quickly to customer inquiries. The result was more than 1,000 responses per month after hours, support for 40% of ticket volume outside business hours, and 70%+ NPS, with Koala saying its scores were matched or improved while working with Influx.

Koala

Ben Cadenel

Customer Service Manager