Mobile app support

Create seamless customer experiences with frontline support, QA and bug reporting - on demand. Go 24/7 with a fully managed support team and stay flexible with month to month pricing.

How much will this cost me? See pricing →

TRUSTED BY LEADING SAAS & MOBILE APP STARTUPS

SaaS & mobile app support excellence

Extend your team with the top 1% of agents in the world. Influx is:

Go 24/7 with a global team of agents trained just on your product. Our follow-the-sun model means you get consistent, high-quality coverage in any timezone.

We answer tickets quickly. With rapid first-touch resolutions (delivered with a smile), you'll get high NPS, CSAT and more 5 star reviews.

Our simple month-to-month plans means you can flex up and down whenever you need. Flexible pricing with pay per agent or pay per ticket plans.

Start with a fractional agent and scale up to dedicated full-time agents and custom teams, all on demand.

Our experienced managers provide training, QA, performance management. Our framework ensures that KPIs always improve, automatically.

Frontline support for all types of apps

We can act as your first line of contact, responding to all tickets quickly, 24/7. With every support ticket, we investigate the problem, prioritize the problem, respond to the customer at multiple points, and escalate and follow processes as you request. By providing front line support, your core team can continuously focus and refocus on the biggest growth opportunities for your business, whether that’s reactive or proactive.

Investigate + prioritize the big issues first

With every customer problem, we first troubleshoot for known bugs. If we can connect the problem to a known bug then we deliver that solution to the customer. If we can’t connect the problem to a known bug, we usually follow a bug reporting escalation process. With all problems, our engineers and managers prioritize their focus based on the type of ticket and any known customer information.

Focus your engineering team on engineering

We usually work as an extension of your existing dev team with agents talking directly to points of contact across your business. This helps you keep your team small and agile, while still maintaining an effective and scalable support experience.

Burst coverage for OS and app updates

Many app companies will see a surge in support tickets when they update their app or when a native environments updates. We always have extra agents ready to answer additional tickets. This helps maintain an excellent support experience during both planned surges as well as unplanned surges.

Experts in tech

We have trained engineers on staff who already understand iOS, Android, Windows Mobile and mobile web. We’re also already familiar with many common third party integrations, including Facebook, Twitter and payment processors.

Ongoing Training, QA and feedback

Every new client starts with a two to four week training period, during which we learn your support processes and how to define and document bugs. Once up and running, we continuously retrain agents and managers, and we use our dedicated QA team to continuously QA tickets and give 1:1 feedback to agents and managers on how we can improve.

Shannon Vilmin
Vendor Operations Specialist, ClassPass

“We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without Influx’s help.”

Transforming the fitness industry, ClassPass has raised $285 million Series E funding in January 2020. Read the case study →