eCommerce support

Influx teams act as an extension of your team, providing both customer service (resolutions) as well as all of the work required to improve the customer experience - prepurchase support (sales), data management, call backs, level two resolutions, product QA, knowledgebase improvements, AI implementation and management - just to give some examples.

All of our work is powered by people. We don’t just follow processes. We want every agent to think for themselves. They understand that they’re representing a brand and an identity. The brand is everything. You can see proof of this in our ability to improve our client’s five-star ratings and acquisition rates.

All of our management is client-oriented. We follow your processes, guidelines and style with multiple levels of training and management - team leaders, service managers, trainers. Our team operates as an extension of your team.

We also run sales teams who can help with call backs, abandoned checkout emails, or help potential customers find the product they’re looking for.

Yes, absolutely. We’ve been brand-matching with companies since 2013. Here’s the process: 1: Recruit agents that want to work for independent brands (not call center background typically) 2: Five-step recruitment process 3: Intensive Influx training program 4: Client-specific selection process 5: Client-specific training (values, product, customer examples) Our management layer ensures consistent tone and voice. More details on brand match here.

We work with all major eCommerce platforms and tools. We’re technology agnostic, meaning we work inside your systems, and adapt to how you operate.

Some of the most common apps we use with our eCommerce clients: * Shopify * Gorgias * Zendesk * Help Scout * Intercom * Dialpad * Loop Returns * Kustomer * Hubspot * Ada

We can place up to 50 agents in one week with our talent pool. Our talent pool is a group of pre-vetted, pre-trained agents that are ready to start in one week. But, we usually recommend giving us one-month notice, which allows us to find the best agents, (extra vetting, opportunity for agents to self-select)

Yes, and we do this with our follow-the-sun model, where all agents and managers work their normal hours - while you work with a single point of contact. Easy.

There are two ways to get 24/7 coverage: Dedicated agents working across all coverage periods during the day, including weekends. Combine dedicated agents with Support as a Service. Support as a Service provides contingency in addition to regular coverage.

Every Influx interaction is secured by advanced cybersecurity controls, continuous monitoring and independent audits - including SOC 2 Type 1. This audit independently verifies the security, availability, and confidentiality of our client data against the AICPA Trust Services Criteria. Read more about our security capability here.

We update your existing reporting and insights via our business analysis work (including in all plans). If your reports aren’t automated, our team leaders provide reporting to show how our teams are performing, typically tracked by resolutions, CSAT, and NPS.

We also run consistent qualitative reviews on every agent, every week.

Here are examples of some of the other reports/data we’re looking at daily to improve the overall operation. Most clients use a handful of these (not every metric): * Sentiment analysis * Average First Response Time (FRT) * Average Handle Time (AHT) * Queue backlog and wait times * Contact rate (%) per order * Conversion impact / conversions * Refund prevention * Revenue from recommendations

Then also we look at overall trends: * Ticket category changes, ie ‘damaged on arrival’ tickets * Deflection success rate * Fulfillment issue reports * Insights/opportunities

Lastly, with 10+ agent teams, we often reforecast headcount quarterly. With 50+ agent teams, workforce management happens every two weeks.

The most popular pricing model with our eCommerce clients is pay per agent, which includes all management layers. You’re accessing a full operation, while only paying per agent.

There are zero startup costs or onboarding fees. We charge just a simple flat price per agent. We charge for the upcoming month of service.

To get started, we run onboarding and agent selection for free. Once the agents are selected, we send the first monthly invoice after the first training session. Plans are month to month.

For full pricing details, see our pricing page.

Many of our eCommerce clients get <1 minute responses times while we engage and convert customers via chat or email.

Exact response times depend on headcount planning.

Sample eCommerce clients we work with: * Meshki * Asana Rebel * BOODY * EMAMACO * Raph & Remy

And here are some case studies on how we work with eCommerce brands, from startup to scale: * Linktree * Spoonflower * JS Group

Prorated plans start at $9.09 per hour. See pricing for more details. Get in touch with our sales and onboarding team for a quick quote.