Case Study: Blenders Eyewear achieves 24/7 support and burst ticket coverage with Influx

How Blenders delivers 24/7 dedicated support and burst coverage for 20,000 tickets

Blenders Eyewear, a fast-growing sunglasses brand with a bold aesthetic, needed help clearing a backlog of more than 3,000 customer support tickets after a highly successful marketing campaign. The company also wanted a flexible long-term support model that fit its cost structure and brand voice, so it turned to Influx for ecommerce customer support.

Influx cleared the inbox in two weeks with on-demand agents, then built a long-term setup with 16 dedicated agents year-round, 14 flex agents for peak sales periods, and 24/7 email and chat support across Jamaica and Indonesia. This approach helped Blenders manage 20,000 burst tickets, achieve 94% CSAT, handle 86% of tickets, and maintain a response time of under 2 hours, while scaling efficiently during Black Friday and other busy periods.

Blenders Eyewear

Lexi Horn

Director of Customer Success