Case Study: Brand Access achieves 95%+ CSAT while handling 8,500+ tickets per month with Influx

How Brand Access maintains 95+% CSAT handling over 8,500 tickets/month

Brand Access, a brand expansion agency that helps ecommerce clients strengthen relationships with global customers, needed a customer support partner to manage one client’s busy online store and customer experience operations. They turned to Influx for dedicated ecommerce support to handle the many moving parts involved in servicing customers across multiple regions.

Influx built a dedicated support team for Brand Access with six agents per client across Jamaica and Brazil, providing 8 hours a day, 7 days a week of US coverage. The team handles 8,500+ tickets per month and maintains 95%+ CSAT, while the Team Lead manages Zendesk audits, macro updates, and best-practice guidance.

Brand Access

Alexandra Leone

Customer Success Manager