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Ecommerce support, taken care of

Product questions before checkout. Delivery updates afterward. Returns long after the sale. Influx recruits, trains, and manages a dedicated support team for online brands, retailers, and marketplaces. Your customers get people who know your products and policies. You get the team, coverage, and management taken care of.

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  • 24/7 coverage
  • Managed operations
  • Month-to-month plans

Your support team, managed.

The queue is only part of the job. Someone has to recruit the right people, cover shifts, coach agents, and fix the causes of poor support.

With Managed Operations, Influx runs that work. Your Team Leader manages the day-to-day team, backed by training, quality reviews, and reporting on CSAT, service levels, and resolution rates. Coaching and performance management are part of the service.

You set the goals, provide product knowledge, and approve the policies. We train the team to work within them, with clear escalation paths for decisions that need your involvement.

See what’s included
Illustration of shared service standards applied across support teams in different time zones.

BEFORE AND AFTER CHECKOUT

From the first question to the returns queue

Agents need your product knowledge, policies, and a clear next step for the customer. Here’s the work that puts those things into practice.

  • Help shoppers decide

    Answer product, sizing, and restock questions using your product information and brand guidance. Help customers find the answer they need before checkout.

  • Keep customers informed

    Handle order-status and delivery questions with the information in your tools. When a delay needs another team’s input, follow your escalation path.

  • Make returns clear

    Guide returns and exchanges under your policy. Keep approvals and exceptions with the right person, so agents know when to act and when to escalate.

Support inside the tools you already use

In Gorgias, Zendesk, or your existing helpdesk, agents work from your product information, policies, and customer conversations. Email, chat, social, and voice follow the same brand guidance. We agree on the channels, access, and escalation contacts your operation needs.

Agents receive access scoped to the client they support. Ticket content and customer data stay in your helpdesk rather than being copied onto Influx systems. Our controls are SOC 2 Type 1 audited.

How we protect customer data
Your workflow connects the knowledge base, helpdesk, social channels, CRM, SMS, and reports.

Cover the rush and the returns

Before a promotion, customers ask what’s in stock and what to buy. After it, the work shifts to order status, delivery delays, and returns. Plan coverage for the whole trading period.

Influx builds 24/7 coverage across time zones, with local leadership managing the team. Add capacity around a launch or seasonal peak, then adjust it as demand settles under your agreed plan.

We scope coverage around your channels, ticket volumes, and customer needs. The case studies below show how that has worked for a year-round brand team and a growing marketplace.

See Blenders’ seasonal support team
Illustration of a support team with controls to increase or decrease its size.

16 dedicated and 14 seasonal flex agents managed 20,000 tickets through burst coverage

Meshki supports 589% business growth with an ethical near-shore service model & achieves 95% CSAT

After hours support and burst coverage for seasonal backlog after 200%+ customer growth
View all case studies

Give your AI a manager, too

If AI is already in your helpdesk, someone still has to keep its answers current, review mistakes, and look after the handoffs. Managed Operations includes AI workflow management. For dedicated, ongoing management of the AI agent itself, we scope AI Agent Management alongside your human team.

A designated manager reviews conversations, improves the guidance, tests changes before release, and works with human agents on cases that need judgment.

At WelleCo, Influx took over daily management of an existing AI agent inside Gorgias. When a warehouse change drove more contacts, the team adjusted handover rules and weekend rosters to work down the backlog.

How WelleCo made AI work
WelleCo’s Super Elixir product displayed with a green drink and plants.

Start with your customers and your queue

We scope the work with you before building and training the team.

  1. Step 01

    Agree on the support you need

    Tell us your ticket volumes, channels, coverage hours, and upcoming peaks. Agree on goals, responsibilities, and the decisions that stay with your business.

  2. Step 02

    Prepare the team for your brand

    Give us your product knowledge, current policies, tool access, and escalation contacts. We train agents on your brand and the work they’ll handle.

  3. Step 03

    Launch with management in place

    Go live with a Team Leader, quality reviews, and reporting. Review performance with Influx as products, policies, and demand change.

PARTNERING WITH INFLUX

Before we get started

How much does Managed Operations cost?

Managed Operations agents start from $2,000 per month for a Level 1 agent in APAC or EMEA, and $2,100 per month in the Americas. Add a fractional Team Leader at a small additional cost. The team leader runs your whole playbook.

All Managed Operations pricing includes QA infrastructure, performance management, reporting, and AI workflow management.

No setup fee. Month-to-month.

Is there a minimum team size?

For Talent as a Service, you can start with a single Level 1 agent. For Managed Operations, a Fractional or Dedicated Team Leader is required, and minimum sizes vary by agent type. Most clients start with two to five agents.

Are there any long-term contracts?

No. Both products are month-to-month with one month's notice. Level 3 and some specialist roles require three months' notice given longer recruitment lead times.

How quickly can I get started?

Level 1 customer support agents can be selected in one week and onboarded in one to two weeks — meaning you can be live in as little as two to four weeks from first conversation. More specialised roles take longer.

What languages do Influx agents support?

Influx agents are multilingual. All agents meet a minimum B2/C1 CEFR English proficiency standard, with most at C1. Language requirements above standard English are scoped during the selection process at a 10% cost premium.

Do I need to replace my helpdesk or AI tool?

No. Influx works on top of your existing platform (Gorgias, Intercom Fin, Zendesk etc). There’s no rip-and-replace and no disruption to your current workflows.

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