When should a company use Support as a Service?

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by Alex Holmes
December 11, 2017

Support as a service works best as a tier 1 support operation - meaning we answer all inbound messages with known answers and clear documentation.

For most companies, this means we answer 20-80% of all inbound tickets.  Our operation works 24/7, so this means 20-80% of your customers get fast answers with resolutions.

We work best alongside an in-house team who can help by training and managing us, while also helping with tier 2 tickets, documentation and process improvements.

Types of tickets we answer

As a general rule, we answer any type of ticket you can train us to answer.  All new clients start with a two week training and trial period, during which we learn your documentation and processes. We also build our own documentation using previous tickets you’ve answered yourself.

When clients have established teams and hundreds of ticket types, we usually start with your 10 most common types of tickets.  We then expand into new types of tickets every couple of weeks or as quickly as you can train us.

To effectively work with an established support team, we need a clear scope of work.  We need to know exactly which types of tickets to answer and when.

Ticket volumes

We can manage nearly zero to hundreds of new tickets per day.  We automatically build capacity to help with 3x ticket bursts, and we have experience managing and answering thousands of tickets per month.

We usually need at least 5 tickets per day to answer.  This helps keep the agents engaged. It also helps with training new agents.

Tier 2 tickets - grey areas and new types of questions

Our service mostly delivers tier 1 support, but we’re now increasingly helping with tier 2 tickets and specialisation.  For specific examples of how we can help with more complex issues, schedule a quick chat with us.

Response quality

We train all of our agents to respond thoughtfully and with a human touch.  This means personalized greetings and closings. This also means looking up a customer’s order or customer history and understanding the nature of their concern or feedback.

Third party access

We can access any third party service to help with resolving issues.  For example, we often connect to a company’s shipping provider, bug tracking tool or internal message boards.

Some more details

Hope this was helpful!  If you want to learn more about how we do things, check out:

How Influx works
How we learn your business
How we deliver live chat support
Support as a Service pricing
Client examples and case studies

If you’d like to start a free trial or talk to someone a bit more about how we work, get in touch with us here!

About the author

Photo of Alex Holmes

Alex Holmes

Alex runs Marketing and Accounts at Influx. He works with both existing and future clients. Favorite support experience of all time: iTunes and Optus.