Case Study: CASELY improves response times and customer reviews with Influx

How CASELY improved first response time by 10x while experiencing 16,954% growth

CASELY, the designer phone case retailer, was struggling to keep up with customer inquiries after a period of rapid growth and a difficult holiday season. They partnered with Influx for 24/7 customer support across email and Facebook messages to help extend their small internal team and improve response times.

Influx built a scalable support team for CASELY with full-time and part-time agents handling Tier 1 and Tier 2 inquiries, which reduced first response time from about 10 hours to 1 hour in the first month and later to under 7 minutes on average. The partnership also cut average handle time from 17 hours 6 minutes to 1 hour 29 minutes and helped raise CASELY’s product review score from 3.3 to 4.8.

Casely

Laurin Thompke

Head of Customer Support