How it works

Influx offers a complete customer support operation on demand. We answer tickets for you, 24/7, while regularly training and improving our team. Our system is elastic with pay-as-you-go pricing.

Case Studies

See how companies work with Influx to deliver excellent 24/7 support.

Manly bands Case Study: multi-tier support using Front and Shopify
Sendle Case Study: 10+ full time agents supplementing an existing team
Biteable Case Study: Biteable - converting free users to paid, 24/7 using Intercom

View more client testimonials on our clients page.

Respond fast to every customer

Our trained team responds quickly to every customer issue, question or complaint. We act exactly as you train us to act, helping with refunds, reorders, onboarding, and pre-sales. See how our clients used fast response times to grow 3x in one year, become a market leader and sell in 100+ countries. With a dedicated and scalable support team, you can focus more of your time on building your business.

 

Management and training included

We run three types of autonomous management to improve response quality, coverage and channel ownership. Every agent reports to a local manager, while we also use a client-specific manager to run client-specific training, QA and reviews. Lastly, we use custom reports to track agent success and compare their performance to benchmarks. This helps with self-management and self-improvement. Learn more about how we learn your business.

 

Make your existing team even better

We only provide support as you need us. While many of our clients want us to be the first line of support for all inquiries, we can also provide service during coverage gaps and on demand if a team member calls in sick or over the holidays. See how we work with Vend to deliver excellent, 24/7 service at all hours. Another client - Sendle - works with us as a buffer to provide excellent support while they build their own team.

 

Use your existing help desk

Our system connects directly to your own help desk. We connect to all major help desks including Zendesk, Intercom, Help Scout and Freshdesk. Our team can follow any of your existing processes including escalations, feedback and bug flagging. We answer all tickets using unique user accounts inside your help desk or chat platform, so you have full visibility into everything we do.

 

Flexibility built for high-growth brands

Start with a small team, then expand only as you need us. We can manage just email, then quickly expand into chat, voice, social media and customer onboarding. Most companies start with a Support as a Service team, then add dedicated agents when they're ready for individual contributors to take more ownership.

 

How to get started - launch in one week

We pre-train agents to start with new clients quickly. Our onboarding team can build an initial multi-region team in just one week. To learn more about how to get started and onboarding, get in touch with our sales and onboarding team. If you need short term results, we can clear the inbox in two weeks.

Sample experience

We work with high-growth brands to build exceptional support experiences,
24/7, as they grow and iterate as a business.

Influx has had a hugely positive impact on our operation and ultimately our customers. They’ve been the motor running our ship allowing our champs to spread out, focus on complex enquiries and build cadence in delivering quality responses while our company goes through continuous change and growth.

Angela Trinidad
Customer Service Team Lead at Sendle - growing 3x year-on-year Sendle

How to get started: three popular options

The value add solution

After hours and weekend support

Launch either a Support as a Service or dedicated team after hours. These agents start their work day when your day ends and end their day when your day starts.

Benefits: Inbox zero in the morning, plus you can help your customers during their work day when you’re based on the other side of the world.

Learn more about after hours support and weekend support or get in touch to learn more.

The long term solution

Fully integrated teams

Our flexible dedicated agent solution lets you build a long term team of agents, managers and trainers, custom fit for your organization. We can ramp up a 5+ person team in just one month.

Tell us exactly what you need and we’ll build a custom, multi-regional organization that can cover chat, voice, social media and customer onboarding.

Get in touch to learn more.

The flexible solution

Support on demand

Launch a 24/7 support team that works only when you need them. Our pay as you go pricing option means you only pay for responses sent to your customers, all while matching your exact workflow and brand requirements.

This solution is perfect for startups.

Get in touch to learn more.

Read more about how it works on our blog

How to fit Support as a Service into your existing support operation
When should a company use Support as a Service?
How trials work - getting started with Influx

View more of our blog posts.

Learn more about Support as a Service

Get 24/7, fully-managed, multi-tier, multi-channel support, available on demand, in a simple monthly format.

Tell us more to help us get started.

How many support tickets do you have per week?

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