Case Study: CASELY improves response times and product ratings with Influx

Casely reduces response times by 10x with Influx

Casely, a high-growth direct-to-consumer tech accessories retailer, faced a significant challenge in scaling its customer support to match its rapid expansion. Their internal team of five was overwhelmed, leading to slow response times and a low product review score of 3.3 stars. To relieve this pressure and offer 24/7 coverage, they partnered with Influx to implement a fully-scalable extension of their support team.

Influx built a dedicated team providing 24/7 Tier 1 and 2 support via email and social media. This solution dramatically reduced Casely's first response time from nearly 10 hours to under 7 minutes and cut their average handle time from over 17 hours to under 1.5 hours. Most notably, the partnership with Influx was instrumental in improving Casely's product review score from 3.3 to 4.8 stars while the company continued its exceptional growth.

Casely