Case Study: Meshki achieves 95% CSAT with Influx’s ethical 24/7 customer support

Meshki achieves 95% CSAT with Influx's 24/7 customer support

Meshki, a global e-commerce fashion brand, faced the challenge of scaling its customer support to manage over 25,000 conversations a month across 190 countries. The company needed to maintain its core brand value of delivering outstanding service, including one-touch resolutions and customer satisfaction scores above 90%, without using a standard BPO. To solve this, the brand partnered with Influx to deliver an ethical, 24/7 support operation.

Influx implemented a near-shore team extension of 10 full-time agents using a follow-the-sun model to provide 24/7 coverage. This solution handled 20,000 to 30,000 tickets monthly across voice, email, and live chat. The partnership with Influx achieved a 95% CSAT for chat, a live chat first response time of 50 seconds, and efficiently managed 85% of all support inquiries, allowing Meshki's internal team to focus on growth.

Meshki