Support as a Service

Support as a Service is popular with companies that need at least one of the following:

1. Fully-managed customer service, but don’t have enough volume yet for a full time agent
2. Coverage outside of business hours - after hours or weekends
3. Consistent contingency
4. Unexpected flexibility (surge, product outages, etc)
5. Inbox 0 at the beginning of each work day
6. Clear the inbox

For everything else, many brands prefer dedicated agents who are 100% focused on your brand and learn and grow with you over time, also in a month to month format.

We charge per month for the upcoming month of service. The first invoice goes out after the first day of training.

For example, if agent training starts on the September 10th, the first invoice goes out on that date for a service period from September 10 to October 9. The next invoice goes out on October 10th (if you want to continue).

Most companies stay within a fixed monthly budget per region of coverage. Get in touch for a quote.

Every Support as a Service team includes a team leader who is responsible for training and retraining the team, performance management, reporting and ongoing structural improvements.

Get in touch with our onboarding team. Usually we have a quick discovery call, training planning meeting (kickoff), then the first training meeting.

Most Support as a Service teams start sending live responses two weeks after the first training meeting.

Yes! Support as a Service plans include multiple trained agents in each region.

Support as a Service is a pay-per-response model, which also includes service management, including:

• Reporting
• Regular performance improvement
• Team training and retraining
• Quality assurance
• Planning meetings and reviews

Only email, managed through a help desk. If you want chat or voice support, see dedicated teams.

No! With Support as a Service, you only pay per human response. Every human response adds a unique human element, so every customer feels heard and understood.

Automated responses are free.

Yes! Absolutely. Many Support as a Service clients start with Support as a Service, then switch to a dedicated, or semi-dedicated model later. All Influx.com customer service plans are month to month.

Support as a Service agents typically work across 2-3 brands at a time, usually in a similar industry with a similar customer base, helping with brand voice, and making it easy to context switch.

If you’re looking for a part time agent service that is 100% focused on your brand during on-shift hours, check out Fractional Talent.

Support as a Service is a managed service, meaning there is a team leader helping with team management, performance management, training, retraining, reporting, and overall CX improvement.