Case Study: Karbon achieves 24/7 global support and 80%+ CSAT with Influx

Karbon delivers 24/7 customer support with Influx and 80%+ CSAT

Karbon, a next-generation collaborative work management software company for accounting firms, was facing a significant challenge. After experiencing 2-3x growth, their internal team was overwhelmed by support requests, which distracted them from their core focus of growing the business. They needed a high-quality solution to handle their increasing customer support volume and turned to vendor Influx for their Support as a Service offering.

Influx implemented a 24/7 live chat support solution across three regions to serve Karbon's global customer base. The results were highly successful, with the Influx team handling over 81% of the monthly support volume, which amounted to more than 2,000 conversations. Most importantly, they consistently maintained a customer satisfaction rating of over 80%, allowing Karbon to scale their support quickly and effectively.

Karbon