Influx Blog
Learn how to build and scale a world-leading support team.
Interviews
The journey to 14,000 five-star reviews: An interview with Ben Cadanel from Koala
Find out how Koala built one of the best-rated brands in Australia and how Influx fits into their support model.
CX Excellence
Customer support vs. customer success
With the help of expert Kirsty Traill of Hootsuite, we’re breaking down the definition of customer support vs. customer success, the key differences, and why it’s important for you and your company to know.
Interviews
What we learned building 200+ support teams
In the last five years, we’ve refined our service to be able to improve almost any existing support team in less than 30 days. Influx's co-founder and Head of Ops gives us his top five recommendations for building a highly-optimized support team.
Interviews
Support KPIs that really matter (as told by Basecamp, Hootsuite, and more)
What’s the right support metric for your team? Every successful manager has a method. We turned to some of our favorite and most accomplished people in the industry to get the answers.
CX Excellence
What is a customer empathy map & why is it important?
By bringing empathy into every touchpoint between customer and company, you can create a more customer-centric experience. Find out more about empathy mapping!
Interviews
Team mechanics and specialization: An interview with Kirsty Traill at Hootsuite (Part 2)
In the second part of our interview with Hootsuite's VP of Customer, Kirsty Traill we talk support KPI's and how you lead a hugely global support team to success.
Growth
How to reduce your customer churn rate
Positive net churn combined with a scalable growth channel enables your company to grow exponentially. Here's how we did it.
Growth
How to define your customers: Type vs. Time
Reduce churn and improve your customer experience with this simple model.
Interviews
Team culture and multichannel support: An interview with Kirst Traill at Hootsuite (Part 1)
Now VP of Customer, Kirsty Traill talks to us about how she supports 16 million+ users across 175 countries. She's spent 15+ years in customer facing roles.
Interviews
Building an early support team for a high-growth SaaS business: An interview with Cori Morris from Front
Cori Morris has been leading the support operations at Front since the launch of their in-house support operation. Growing the team from a party of one to six with a bunch of learnings along the way.
CX Excellence
Get more leads with these six automated live chat tactics
Adding live chat to your funnel is not only a great way to support your customers; it can also prove to be super fruitful in igniting sales and optimising leads.
CX Excellence
What 10+ years in support taught us about working with customers
Communication can be difficult for everyone, even when your job is centered on it. As a customer support representative, you must draw on a wide range of talents, including basic communication skills.
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