Case Study: ClassPass achieves 24/7 global member support with Influx

ClassPass cuts first-response time by 49% with Influx

ClassPass, a fitness and wellness technology company, faced a significant challenge in scaling its customer support to handle sharp seasonal surges in new memberships and support requests. Their internal team needed a solution from vendor Influx that could rapidly scale, uphold KPIs, and integrate seamlessly with their existing systems while ensuring operational reliability and data security.

Influx built a high-performing, 24/7 global CX team for ClassPass, onboarding in just six days while clearing a large ticket backlog. The solution provided round-the-clock coverage across three regions with dedicated agents and specialists. The results were exceptional, with Influx enabling ClassPass to resolve over 250,000 tickets per month, achieve an 89% single-touch resolution rate, and reduce first-response time by 49%, all while exceeding their SLAs.

ClassPass