Case Study: Linktree achieves 24/7 multilingual customer support with Influx

How Linktree offers 24/7 coverage in 5 languages while maintaining a 93% CSAT

Linktree, the online linking platform used by major brands and creators, needed scalable customer support as it grew in 2020 and wanted coverage beyond its normal CX hours for both free and paid users. It turned to Influx to help deliver 24/7 support across live chat and email for its expanding global user base.

Influx built a global support team with 26 agents and 3 client team leads in Brazil, Jamaica, Indonesia, and Kenya, handling tier-1 and tier-2 tickets in multiple languages. The result was 24/7 coverage in 5 languages, a 10-minute first response time for paid accounts, inbox zero for both paid and free accounts, and a 93% CSAT for tier-2 tickets, with Influx consistently meeting its KPIs.

Linktree

Dane Burgess

Head of Customer Support