Why we launched 100% weekend support

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by   Alex Holmes

Delivering fast customer resolutions at scale is HARD. That’s what we’re building at Influx. This post dives into one of our most successful launches to date: Weekend Support.

First: Why weekends matter

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. 

Happy Monday! 

This means support managers can’t focus on any of the following:

  • Planning
  • Analysis/Insights
  • Customer Sales
  • Team Management
  • T2 & T3 Troubleshooting
  • Internal Sales

Solving this problem is hard

This may seem like a no-brainer, but no one wants to work on the weekends. If you ask existing staff to work weekends, it de-motivates them and increases churn and output during the week. Costs go up.

It’s also hard to find new staff to only work on the weekends. Even if you do, it’s difficult to manage them effectively. Strong management usually requires shift overlap. Standards go down.

The solution: 100% Weekend Support

We launched 100% Weekend Support to deliver fast resolutions all weekend while matching your standards. 

This gets you:

  • More sales on the weekends
  • Happier customers on the weekends
  • Inbox zero on Monday mornings :)

How it works

We built two teams working across 16 hours. These teams work on Fridays, Saturdays, Sundays, and Mondays. 

One of these shifts operates starting at 2 am your local time, so the team clears the inbox before your day starts on Monday.

We run coordination meetings with your team during the week—usually on Monday, Tuesday, or Friday.

We match your standards by including all management, training, and QA. You train us once, then you’re done. 

Getting started

Get in touch with us here for a quick review and demo.

About the author

Photo of Alex Holmes

Alex Holmes

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