Influx

Interviews Growing 9x focused on customers first - Interview with Lexi Horn, director of customer success at Blenders Eyewear Blenders reported 9x growth in late 2018 by focusing on customers first. How do they build their support team exactly? Lexi shares her strategy.

Interviews Building an early support team for a high-growth SaaS business - 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.

Interviews How this husband and wife team built the world’s easiest solution for buying unique and affordable wedding rings See how Manly Bands differentiates themselves from the competition by delivering thoughtful and fast responses.

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.

Interviews Team culture and multichannel support - 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 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.

Interviews How to build an Exceptional Live Chat Team - interview with Eugenia Chuprina from Reply How do you build an exceptional live chat team on a startup budget? Eugenia Chuprina did it, starting as employee number five at Reply.

Interviews Tech support KPIs and management - 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.

Interviews Global support team management - 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.

Interviews Support Q&A with Ashley King, Director of Support at 99designs Ashley King ran the support team at 99designs. She built and scaled her team from a couple of agents to more than 50 in such a fast-paced environment. How does she perform this excellently?

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 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

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