Case Study: ettitude achieves flexible 24/7 eCommerce support with Influx

How ettitude manages sales spikes and seasonality with Influx to grow their sustainable eCommerce brand globally

ettitude is a direct-to-consumer startup selling sustainable bedding and sleepwear made from organic bamboo materials. As the business grew, it needed a way to handle highly seasonal eCommerce support demands, including returns, shipping issues, product questions, and sales promotions, without sacrificing customer experience. Influx provided the support as a service model to help ettitude scale customer service flexibly across regions.

Influx set up a 24/7 support team with 9 agents across three regions, giving ettitude on-demand coverage and the ability to flex up during peak periods. The results included 78% one-click resolutions, 44% of outbound volume handled by the Influx team, and a customer satisfaction score of 4.63 stars. According to ettitude, Influx has been a strong partner in supporting seasonality and helping the company build its global operation through different stages of growth.

ettitude

Sean Roche

Operations and Logistics Manager