Case Study: Biteable achieves 24/7 support, 2-minute resolution times, and 90% CSAT with Influx

How Biteable provides 24/7 coverage with 2- minute resolution time and 90% CSAT

Biteable, a video creation platform used by millions of people and companies, needed a trusted partner to provide 24/7 support and manage its growing ticket volume. At the time, Emily Howman was handling 100% of tickets herself, so Biteable turned to Influx for Support as a Service to help manage customer workflows more autonomously.

Influx built a flexible support team for Biteable that grew from month-to-month coverage to 8 dedicated agents and 3 team leaders across three regions, including bilingual agents for a Portuguese launch. The result was 24/7 support with a 2-minute average resolution time, more than 9,000 conversations per month, and 90% CSAT, showing the measurable impact of Influx’s support operation.

Biteable

Emily Howman

Customer Service Manager