Case Study: 99designs reduces first response time and scales support with Influx

How 99designs by Vista reduced first response time by 17% and handles 2,900+ conversations per month

99designs by Vista, the graphic design marketplace, needed help building out a designer support team and clearing a backlog of 1,000 tickets. They partnered with Influx to add support capacity and integrate with their internal workforce, using dedicated agents for both voice and digital support.

Influx set up a team of 10 agents and 1 dedicated CX manager across 3 regions, with 16/6 coverage for the Americas and the design community. The result was a 17% reduction in first response time, 50% shared solved tickets, and more than 2,900 conversations handled per month, while the team reached inbox zero within a month.

99designs

Jessica Warren

Global Support Manager