Case Study: Threadless resolves a 2800+ ticket backlog and maintains 92%+ CSAT with Influx

How Threadless resolved a 2800+ seasonal backlog with a consistent 92%+ CSAT

Threadless, the eCommerce marketplace connecting artists, consumers, printers, and distributors, faced a major support challenge during 2020 as COVID-19 and seasonal retail demand drove a 200%+ surge in customer volume and created a backlog of more than 2,800 tickets. As its internal community experience team moved to fully remote work, Threadless turned to Influx for extra customer support coverage.

Influx built a 24/7 extension of Threadless’s support team with five dedicated agents covering US and European customers through email and live chat, including after-hours and seasonal scale-up support. The result was a consistent 92%+ CSAT while clearing the 2,800+ ticket backlog and successfully handling seasonal spikes without missing a beat.

Threadless

Brianne Henderlong

Community Experience Director