Case Study: Full Focus reduces response times and scales support with Influx

How Full Focus reduced 48hr response time by 6x while growing 300+%

Full Focus, a performance coaching company formerly known as Michael Hyatt & Co., was growing quickly across the U.S. and Europe and struggling to keep up with rising support volume and ticket backlogs. To help manage the load, the company turned to Influx for dedicated support coverage and Support as a Service.

Influx built a 24/7 extension of Full Focus’ customer service team with dedicated agents handling email and live chat across two helpdesks. The partnership delivered more than 6,000 customer conversations per month, cut average response time by over 6x from 48 hours to 8.5 hours, and maintained a 6 out of 7 CSAT with a strong brand voice match.

Full Focus

Natalie Fockel

Director of Customer Experience