Case Study: Bearpaw achieves 91% CSAT and scales seasonal support with Influx

How Bearpaw manages a 2x seasonal ticket spike with a 91% CSAT

Bearpaw, the outdoor lifestyle brand known for sheepskin boots and shoes, wanted a more in-house customer support experience after working with a support agency that felt disconnected from its internal team. They turned to Influx to build a dedicated support operation across email, live chat, and voice that could work closely with their own customer success manager.

Influx set up a team of dedicated agents based in Jamaica and Brazil to handle Bearpaw’s customer support, providing weekday coverage and scaling for seasonal demand. The result was 100% inbox coverage, a 91% CSAT score, and the ability to manage holiday ticket spikes of 2x, growing from about 1,600 to 3,500 tickets per month.

Bearpaw

Colin Pinelli

eCommerce Operations Manager