Influx Blog
Learn how to build and scale a world-leading support team.
Inside Influx
Inside Managed Operations: The Influx approach to exceptional CX
Managed Operations goes beyond staffing. It’s a fully managed support service, that is custom to your brand, optimised to deliver on your KPI's and managed by Influx's team of CX experts.
Inside Influx
Why we launched 100% weekend support
Every support manager I know has the same problem: They have too many tickets waiting for them on Mondays when they first log into their help desk. 500+ ticket backlogs aren’t uncommon. Here's how we launched weekend support.
Case Studies
Motor Trend on Demand Case Study: 24/7 omnichannel support with 2x burst coverage
How Motor Trend on Demand, the #1 destination for automative content, works with Influx to deliver fast, 24/7 support across platforms.
CX Excellence
How to plan your support team for the holidays
Planning your support team for busy holidays doesn’t have to be daunting. Learn how to optimize your staffing and automate processes to keep your customer satisfaction sky high.
Interviews
The journey to 14,000 five-star reviews: An interview with Ben Cadanel from Koala
Find out how Koala built one of the best-rated brands in Australia and how Influx fits into their support model.
CX Excellence
Customer support vs. customer 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.
Inside Influx
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.
Interviews
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.
CX Excellence
What is a customer empathy map & why is it important?
By bringing empathy into every touchpoint between customer and company, you can create a more customer-centric experience. Find out more about empathy mapping!
Interviews
Team mechanics and specialization: An interview with Kirsty Traill at Hootsuite (Part 2)
In the second part of our interview with Hootsuite's VP of Customer, Kirsty Traill we talk support KPI's and how you lead a hugely global support team to success.
Growth
How to reduce your customer churn rate
Positive net churn combined with a scalable growth channel enables your company to grow exponentially. Here's how we did it.
Growth
How to define your customers: Type vs. Time
Reduce churn and improve your customer experience with this simple model.
 6 Circle - small.png)