Case Study: Winkl achieves 94% customer feedback ratings with Influx

Instant live chat support with a 94% customer feedback rating

Winkl, a New Zealand-based startup selling mattresses, pillows, and bed frames, wanted a better way to deliver fast, reliable customer support as it scaled its direct-to-consumer business. It partnered with Influx for support as a service across email and live chat, covering customer inquiries across three regions.

Influx built a flexible support team to handle Winkl’s email and live chat volume with 20 hours of coverage per day, seven days a week. The result was a 1 minute 15 second first response time, maintained inbox zero, and a consistent 94% customer feedback rating, with Winkl praising Influx’s responsiveness and agent flexibility.

Winkl

Genevieve Macleod

Customer Experience Manager