Case Study: Threadless resolves 2,800+ seasonal backlog with 92%+ CSAT with Influx

Threadless resolves 2,800+ backlog tickets with 92%+ CSAT using Influx

Threadless, a community-driven eCommerce marketplace for artists and consumers, experienced a major challenge in 2020. The company saw a 200+% surge in customer volume, creating a massive ticket backlog while its internal team was transitioning to a fully remote model. To expand its community experience team and handle seasonal spikes, Threadless turned to the vendor Influx for a solution.

Influx built a 24/7 extension of the Threadless team with five dedicated agents providing US and European coverage, including after-hours and seasonal scale-up support. The solution successfully resolved a backlog of over 2,800 tickets and consistently managed seasonal spikes. As a result, Threadless maintained a customer satisfaction score of over 92%. Influx provided a seamless, flexible support operation that integrated with the company's new remote model.

Threadless