Support as a Service for eCommerce
Help your customers faster with 24/7 Support as a Service. We match your brand voice with weekly training, QA, documentation and agent onboarding.
With Influx, we can provide high-quality customer service at all hours. We use a combination of CSAT, CES and NPS to track and improve quality, and we're now meeting or surpassing our goals 24/7.
Deliver faster refunds, replacement and shipping changes
Our team connects directly to your existing help desk and solves every issue relating to exchanges, billing questions and returns. We typically respond in a couple of hours to every ticket, 24/7, including weekends and holidays. For exact response times, get in touch with us.
Turn your service up or down as you need it
Our service is elastic, so you only pay for responses. When volume increases, we’re there to help. When volume goes down, we automatically turn down. We keep a team of agents and managers trained at all times.
Management and training included
Every account includes multiple agents across time zones, each reporting to a local manager. Our agents are spread across all regions - North America, Europe and APAC - giving us 24/7 coverage, while agents can work their normal working hours. This helps us recruit and retain the best agents. Learn more about how our service works here.
Everything about the onboarding process was incredibly easy and professional. The team was properly trained and matching our brand voice in just two weeks. We now have an all-hours support team to match our spikes in inbound tickets.
The bulk of our online sales and communications happen while we sleep, so Influx is able to support our customers 24/7 with fast and accurate responses.
Influx also gives us the ability to scale up support when needed without the need for extra head count. This is a huge advantage and allows us to concentrate on growing the business and making great products.
The team is doing a fantastic job. They're developing their own style for responses, which gives our support emails a personal touch. This all happens 24/7 too.
Since working with Influx, we've been able to focus more time on new growth initiatives like launching our new sister brand - Povacci - coming soon!
Our Influx agents go deep to process returns and exchanges. They interpret grey area scenarios and answer customer questions in detail. We continue to get rave reviews from our customers. So much of our new business is customer referrals.
Meet the team
“I always enjoy training and meeting new agents. I enjoy the process of establishing the boundaries set by our clients and working with the team to come to the level where everyone is truly satisfied.”
The Influx customer support team includes 180+ agents, managers and analysts.
Meet more of the team here