Case Study: Helix Sleep clears a 2,000-ticket backlog with Influx

Helix Sleep clears a 2,000-ticket backlog and meets seasonal demand with scalable support

Helix Sleep, part of the 3Z Brands portfolio, turned to Influx when it was facing a backlog of more than 2,000 customer support tickets that was hurting response times and customer experience. As a direct-to-consumer mattress and bedding brand, Helix needed scalable e-commerce support to manage growing demand, especially during peak season.

Influx deployed four dedicated full-time agents to provide end-to-end e-commerce and tier 2 support with 8/7 coverage. The team cleared the 2,000+ ticket backlog, sustained a high level of service with 87.5% CSAT, handled more than 160 tickets per agent each week, and kept average handle time to 8 minutes, helping Helix scale support without sacrificing quality.

Helix Sleep

Zachary Gentry

Customer Experience