Case Study: Helix Sleep clears a 2,000-ticket backlog and scales seasonal support with Influx

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

Helix Sleep, an innovative direct-to-consumer mattress company, faced a significant challenge with a backlog of 2,000 customer support tickets and needed a scalable solution to handle upcoming peak season demand without sacrificing their high standard of personalized service. They turned to the vendor Influx for a managed customer support solution to clear this backlog and provide end-to-end digital eCommerce support.

Influx implemented a dedicated team to provide scalable, high-quality support for Helix Sleep. The solution successfully cleared the 2,000-ticket backlog and provided 8/7 coverage with a team of four full-time agents. The results were highly measurable: the team maintained a Customer Satisfaction Score (CSAT) above 87.5%, outperformed the industry average, and achieved an Average Handle Time of 8 minutes or less, with each agent handling over 160 tickets per week.

Helix Sleep