Case Study: a leading healthcare marketplace handles 8,000 weekly calls and achieves 94% CSAT with Influx

Handling 8000 calls per week while achieving a 94% CSAT

Leading Healthcare Marketplace, an app-based healthcare marketplace, was struggling to keep up with rapid growth of 6-15% per month and unpredictable spikes in call volume. Its 50-agent support team was stretched thin, so it turned to Influx for scalable customer support.

Influx launched a pilot team of 15 CX professionals and quickly scaled it to more than 60 full-time, dedicated voice-capable agents across six regions with 24/7 coverage. The solution included voice, live chat, email, and SMS support plus team leadership and workforce management, helping Influx reduce call abandon rate by 10X and achieve 94% CSAT while handling 8,000 calls per week.