Case Study: audiobook app company boosts CSAT and cuts first response time with Influx

Mobile app with 30 million global users improves CSAT from 90% to 94%

Audiobook App Company, an audiobook app company with 30 million global users, turned to Influx after a successful marketing campaign drove customer inquiries up to about 7,000 tickets per month. Their small internal support team was overwhelmed by the surge, and after-hours backlog caused slow first response times, creating a need for weekend, after-hours, and scalable support.

Influx provided Support as a Service with 6 dedicated agents across 3 regions, covering email and social media with 24/7 support. The solution cut first response time from about 40 hours to over 8 hours, improved CSAT from 90% to 94%+, and enabled an average of 60 tickets per day per agent.