Case Study: YAZIO scales multilingual support and boosts CSAT with Influx

YAZIO boosts CSAT to 94% with Influx

YAZIO, a global health app with over 5.6 million users, faced the challenge of rapidly scaling its multilingual support operations to handle a seasonal surge in ticket volume across English, German, and French markets. The company needed to maintain its high-quality, personalized, and brand-consistent user experience during its peak season without overextending its internal team. To achieve this, YAZIO partnered with the vendor Influx.

Influx implemented a dedicated multilingual support team that was fully trained in YAZIO's product and brand voice. The solution provided authentic localization beyond just translation, covering key time zones to handle the increased volume. This partnership resulted in a customer satisfaction (CSAT) rate of 94%, an SLA achievement rate that surged from 1.5% to 92%, and a more than 90% reduction in response times. Influx enabled YAZIO to scale its support seamlessly while enhancing user engagement and retention.

YAZIO