Case Study: Meshki Achieves 95% CSAT with Influx

Meshki launches ethical 24/7, near-shore service model with Influx & achieves 95% CSAT

Meshki, a women’s fashion brand, needed a scalable tier 1 customer support solution to handle more than 25,000 conversations a month while maintaining a strong brand experience across channels and markets. The company wanted one-touch resolutions, fast responses, and “the best customer service ever received” as it expanded internationally, and it turned to Influx for support.

Influx built an on-demand, near-shore support model for Meshki that acted as the first layer of customer service, covering email, live chat, and phone across 7 days a week. Influx agents handled 85% of conversations, helped take most of the ticket load off the internal team, and delivered results including 20,000 to 30,000 tickets per month, 34% faster email FRT than benchmark, 50-second live chat and 30-second phone FRT, 90% CSAT, and a 4.6-star customer service rating.

Meshki

Isaac Byers

Customer Service Manager