Case Study: Sendle achieves 27k+ monthly support resolutions with Influx

How Sendle managed seasonal support to triage 27k+ conversations per month with 2x scale-up capacity

Sendle, a fast-growing Australian shipping provider, needed a way to handle seasonal spikes and growing support demand while building out its internal customer service operation. To keep up with customer expectations and maintain a strong support experience, Sendle turned to Influx for dedicated agents, multi-tier support, and triage help.

Influx set up a flexible support team that worked Monday to Friday as a buffer layer alongside Sendle’s internal team, with regular QA, training, and retraining. The result was more than 27,000 resolutions per month by 10 agents, 2x scale-up capacity in October and November, and response times of about 1 hour, helping Sendle improve service quality and focus internal staff on more complex enquiries.

Sendle

Angela Trinidad

Customer Service Team Lead