Case Study: Spoonflower achieves 91% CSAT on 3,200+ monthly tickets with Influx

Spoonflower achieves 91% CSAT on 3,200+ tickets per month with Influx

Spoonflower, an on-demand digital printing marketplace, needed additional customer support capacity to handle seasonal spikes during the holidays while maintaining a 90%+ customer satisfaction score (CSAT). They partnered with the vendor Influx to provide a flexible solution for this challenge.

Influx implemented a team of five dedicated agents providing chat and email support via Zendesk, with the capacity to scale up with two additional agents for peak season. This solution allowed Spoonflower to handle over 3,200 tickets per month with a 1-minute first response time for chat and achieve a 91% CSAT score, exceeding their initial goals.

Spoonflower