Case Study: Motor Trend On Demand achieves 24/7 omnichannel support with Influx

How Motor Trend delivers 24/7 omnichannel support with 2X burst coverage

Motor Trend On Demand, the automotive entertainment platform behind shows like Roadkill and Top Gear America, needed a better way to deliver fast, around-the-clock support across email, chat, and social channels after parting ways with a previous provider. They turned to Influx to build an extension of their in-house customer experience team and handle coverage across multiple regions, including seasonal spikes and product launches.

Influx set up a hybrid Support as a Service model with dedicated agents and burst coverage, giving Motor Trend On Demand 24/7 omnichannel support across Jamaica, Indonesia, and Kenya. The team now handles 3,000+ conversations per month with 30-minute response times, reduced first response times by 81% in the first three months, doubled one-click resolutions, and delivered 2x burst capacity during the holidays.

Motor Trend on Demand

Erin Sprinkle

Head of Customer Experience