Case Study: JS Group streamlines six-brand customer support with Influx

JS Group Six brands, one streamlined customer service solution

JS Group, a leading eCommerce fashion company with six brands including Halston, Kay Unger, and AMUR, was struggling to keep up with rising ticket volume and needed weekend coverage, stronger peak-season support, and brand-specific customer service after losing an internal agent. Influx provided dedicated digital support through Gorgias for live chat and email across the company’s D2C and wholesale business.

Influx built a dedicated team of three agents to handle end-to-end eCommerce support with 9-5 EST coverage seven days a week, helping JS Group manage six brands more efficiently. The partnership delivered a 94.2% CSAT, a 26-minute first response time, and an average of 471 tickets closed per month, with the team reaching 93% CSAT in the first six months.