Case Study: Karbon delivers 24/7 global customer support with Influx

How Karbon delivers 24/7 customer support worldwide with 80+% CSAT

Karbon, a collaborative work management software company for accounting firms, was growing quickly and needed a way to keep up with customer support demand without pulling its whole team into the support queue. As the company scaled, it turned to Influx for a high-quality support layer using 24/7 live chat and Support as a Service.

Influx built a 24/7, three-region support setup for Karbon, helping deliver fast resolutions through Intercom + Influx while the internal team stayed focused on product growth. The result was more than 2,000 conversations per month, 81% of outbound volume handled by Influx, and over 80% CSAT, all while maintaining a thoughtful customer experience.

Karbon

Andi Ancheta

VP of Customer Success