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.

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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 perform any of the functions available in your help desk such as ticket tagging and escalation. You can talk to the agents and managers assigned to your account via a Slack bridge. Once connected, you’ll have full visibility into how our team is performing and how they compare to your existing team.

 

Free Trials and Training

With every new client, we typically have a two to four week free trial period, during which we learn your business. We want to learn about all of the types of conversations we will have and how you will expect us to act. We also want to learn about your brand personality. During this free trial period, we only ramp up ticket coverage as we see that we’re answering tickets effectively.

 

Improve Response Quality

Our team is built to handle continuous learning. We have an in-house QA team that regularly scores our responses based on ten quality factors, and we provide feedback to agents and managers on how to improve based on this feedback. We also have systems in place to improve macros and create new macros based on changing policies or changing business conditions.

 

How to Get Started

New clients create an account then schedule a call with one of our account managers to ensure we can do what they need. After this call, we schedule a start date for your free trial. During this free trial, we slowly build up ticket coverage once we see that we’re responding to customers effectively.

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