Case Study: Tipsy Elves scales support 5x and achieves 92% CSAT with Influx

Tipsy Elves scales support by 5x during peak season with 92% CSAT

Tipsy Elves, a holiday-themed apparel eCommerce company known for its rapid growth and seasonal surges, needed a customer support solution that could handle heavy Q4 demand without sacrificing service quality. The company partnered with Influx for dedicated voice, email, and live chat support, starting with a small year-round team and a contingency agent to support its internal staff.

Influx helped Tipsy Elves scale support from 1–2 agents to 10–15 during peak season, while training agents to match the brand voice and manage common inquiries like refunds, exchanges, and returns. The result was 92% CSAT, zero transfers or escalations, a 6.2-hour first response time for email, and the ability to scale support 5x during the holidays; Influx also stepped in on social support when needed.

Tipsy Elves

Stefani

Customer Service Manager