Summary
This case study outlines the collaboration between Asana Rebel, a healthy lifestyle app, and Influx, a customer support partner. Asana Rebel experienced significant growth in 2020, with an increase in customer support inquiries from approximately 1,000 to over 8,000 tickets per month due to the rising demand for home-based fitness solutions. To manage this surge, Pascal Klein, co-founder of Asana Rebel, sought a support partner to enhance their customer service capabilities. Influx established an 8-person dedicated agent team that provides comprehensive customer support across multiple channels, including in-app support and various platforms such as Zendesk and Google Play Console. The team operates in six languages, ensuring effective communication with a diverse customer base. Additionally, they handle bug reporting and feedback to the development team, contributing to the app's continuous improvement. The partnership has enabled Asana Rebel to maintain high service quality while scaling operations effectively.
