Case Study: Florence Marine X achieves premium, fast customer support with Influx

Florence Marine X hits 91% CSAT with Influx

Florence Marine X, a performance apparel and equipment brand founded by surfer John Florence, faced the challenge of scaling its premium customer support operation. Their sophisticated direct-to-consumer business required a support function that could handle a complex product catalog while maintaining a distinct founder-led brand voice and meeting strict KPIs for response times. They partnered with vendor Influx to build a solution.

Influx implemented a hybrid AI + Human customer support model. This solution combined an AI agent for high-volume queries with dedicated human agents for complex or sensitive issues, all working from a shared knowledge base. The results included chat response times under two minutes, email responses under two hours, and achieving inbox zero at the end of every shift. This partnership with Influx, which has lasted five years, allowed Florence Marine X to scale efficiently while maintaining a 91% CSAT and its premium brand experience.

Florence Marine X