Keeping customers happy 101: support vs. success
With the help of expert Kirsty Traill of Hootsuite, we’re breaking down the definition of customer support vs. customer success, the key differences, and why it’s important for you and your company to know.
Case Study: Koala Interview
Find out how Koala built one of the best-rated brands in Australia and how Influx fits into their support model.
What we learned building 200+ support teams
In the last five years, we’ve refined our service to be able to improve almost any existing support team in less than 30 days. Influx's co-founder and Head of Ops gives us his top five recommendations for building a highly-optimized support team.
Support KPIs that really matter! (as told by Basecamp, Hootsuite, and more)
What’s the right support metric for your team? Every successful manager has a method. We turned to some of our favorite and most accomplished people in the industry to get the answers.
2018 Year in Review - client success for high-growth brands
It’s been a hugely busy year for us. Here's a few stats from across our entire community of clients and an update on what's been happening in the backend from the Influx side of things.
The importance of empathy mapping in customer support
By bringing empathy into every decision and every touchpoint between customer and company, you can create a more customer-centric experience. To do that, you need to create an empathy map.
Case Study: Blenders
Find out how Influx supports Blenders with 10+ full time agents plus burst coverage using Zendesk and Shopify.
See how support leaders at Zendesk, 99designs and Vend structure their support teams for success.
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