Case Study: MotorTrend Group achieves 24/7 omnichannel support and 2x burst coverage with Influx

MotorTrend Group delivers 24/7 omnichannel support and 2x burst coverage with Influx

Motor Trend Group, an automotive entertainment platform, needed to build a 24/7 omnichannel support team for email, chat, and social media after parting ways with a previous provider. They partnered with Influx to create an extension of their in-house team that could also handle burst coverage during peak periods.

Influx implemented a hybrid solution using five dedicated agents and a Support as a Service team, providing coverage across 16 hours daily and on weekends. The team, located across three global regions, now handles over 3,000 conversations per month with a 30-minute response time. Influx delivered an 81% reduction in first response times, a 2x increase in one-click resolutions, and the ability to scale capacity by 2x during the holiday season.

MotorTrend Group