Influx Blog
Learn how to build and scale a world-leading support team.
Growth
How to define your customers: Type vs. Time
Reduce churn and improve your customer experience with this simple model.
Interviews
Team culture and multichannel support: An interview with Kirst Traill at Hootsuite (Part 1)
Now VP of Customer, Kirsty Traill talks to us about how she supports 16 million+ users across 175 countries. She's spent 15+ years in customer facing roles.
Interviews
Building an early support team for a high-growth SaaS business: An interview with Cori Morris from Front
Cori Morris has been leading the support operations at Front since the launch of their in-house support operation. Growing the team from a party of one to six with a bunch of learnings along the way.
CX Excellence
Get more leads with these six automated live chat tactics
Adding live chat to your funnel is not only a great way to support your customers; it can also prove to be super fruitful in igniting sales and optimising leads.
CX Excellence
What 10+ years in support taught us about working with customers
Communication can be difficult for everyone, even when your job is centered on it. As a customer support representative, you must draw on a wide range of talents, including basic communication skills.
Interviews
Tech support KPIs and management: An interview with Todd Zabel from Janrain and Google
Todd Zabel has been helping customers and building support systems for more than ten years now, and he's done it at leading companies including Google, Janrain, and TiVo.
CX Excellence
Five easy ways to generate referrals from your support conversations
Generating customer referrals is one of the most powerful and time-tested ways to grow any business. When someone you trust recommends a business, you listen.
Interviews
Global support team management: An interview with Kristin Aardsma from Basecamp
Managing and leading a 15-person support team is no small feet. Doing this while everyone is working remotely, scattered all around the world, creates an entirely new set of challenges.
Case Studies
Sendle case study: 10 agents resolve 27,000+ conversations per month, then scale 2x in one month
10 agents close 27,000+ conversations per month, then scale 2x in one month for the holidays
Case Studies
Bonobo case study: fast app support and bug reporting for iOS, 24/7
See how Influx delivers fast in app support and bug reports for iOS, 24/7 with 1,000+ resolutions per month.
Interviews
How to build a SaaS support team: An interview with Emily Howman from Biteable
Emily Howman runs global support for Biteable. Learn how she built her team to deliver 24/7 fast support via Intercom.
Interviews
Support team alignment and metrics: An interview with Steve Noone O'Connor from Vend
Read how Vend provide an industry leading customer experience that helps power their entire business.
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