Case Study: Roller Skates eCommerce Company clears 2,300-ticket backlog in 10 days with Influx

Roller Skates eCommerce company clears 2,300 ticket backlog in 10 days with 2 dedicated agents

Roller Skates eCommerce Company worked with Influx to tackle a large customer support backlog and improve its response times. The company needed help clearing 2,300 tickets, meeting a 24-hour first response time goal, and managing customer service more effectively.

Influx provided two full-time dedicated digital-only agents, including management, and used macros plus Zendesk optimization to streamline support. Influx cleared the 2,300-ticket backlog in just 10 days, far ahead of the one-month target, then helped maintain inbox zero; after that, the company kept one Influx agent on to handle 50-60% of the inbox and support ongoing customer experience improvements.