Case Study: AKKO achieves after-hours support coverage for 142% ticket spikes with Influx

How AKKO achieved a 142% ticket increase with after-hours coverage via live chat and email

AKKO, a device insurance platform for electronics protection plans, turned to Influx as it entered a rapid growth phase that drove a surge in support demand. The company needed fast, reliable after-hours coverage for live chat and email to improve response times outside normal business hours.

Influx first provided after-hours support through its Support as a Service model, then later moved AKKO to a dedicated agent setup across Jamaica and Indonesia. The change helped AKKO handle inbound ticket spikes of up to 142%, maintain a friendly brand match, and support a 4.6 Trustpilot rating while allowing the in-house team to focus on growth.

AKKO

Max Wachman

CX Senior Manager