Case Study: Spoonflower achieves 91% CSAT and 1-minute chat response times with Influx

How Spoonflower managed seasonal spikes with a 91% CSAT and a 1-minute FRT for chat

Spoonflower, the world’s largest digital custom design print-on-demand provider, needed help handling seasonal support spikes from Black Friday through New Year while maintaining a 90%+ CSAT. Influx provided an additional customer support team to manage chat and email in Zendesk during the busiest periods.

Influx set up a team of 5 dedicated agents based in Jamaica, with the option to scale up by two more agents each October for peak season. The team exceeded the target of 750 tickets per week, handled about 3,200 tickets per month, achieved a 1-minute first response time for chat, and maintained a 91% CSAT.

Spoonflower

Molly Coleman Graven

Customer Service Supervisor