Case Study: ClassPass scales customer support and clears a 11,000-ticket backlog with Influx

How ClassPass managed the Q1 scale up with 76 agents resolving 250K+ tickets per month

ClassPass, the fitness platform that reached unicorn status with its $285 million Series E funding, needed a flexible support team to handle a major Q1 surge in customer demand without sacrificing service quality. Influx provided the customer support help ClassPass needed during this period of rapid scale-up.

Influx built a 24/7 Tier 1 and Tier 2 support operation across three regions, with 66 on-demand agents and 10 shared agents, and onboarded the team in six days. Influx helped ClassPass resolve more than 250,000 tickets per month, clear an 11,000-ticket backlog in six days, achieve 89% single-touch resolutions, and reduce first response time by 49%.

ClassPass

Shannon Vilmin

Vendor Operations Specialist