product

New tool! Forecast the next 12 months of tickets with Support Forecaster

I’m excited to announce our new FREE forecasting tool for any company using Zendesk. With Support Forecaster, define upcoming ticket volume, public responses and recommended headcount for the next 12 months.
customer support

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.
interviews

The journey to 14,000 five-star reviews - 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.
interviews

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.
work culture

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.
customer experience

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!
Case Study

Blenders case study: 24/7 dedicated support and burst coverage for 20,000 tickets

Blenders Eyewear partnered with Influx to scale, flex and grow their business faster and gain a 94% CSAT.
interviews

Team mechanics and specialization - 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.