Influx Blog

Learn how to build and scale a world-leading support team.

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Interviews Tech support KPIs and management: An interview with Todd Zabel from Janrain and Google Todd Zabel has been helping customers and building support systems for more than ten years now, and he's done it at leading companies including Google, Janrain, and TiVo.

CX Excellence Five easy ways to generate referrals from your support conversations Generating customer referrals is one of the most powerful and time-tested ways to grow any business. When someone you trust recommends a business, you listen.

Interviews Global support team management: An interview with Kristin Aardsma from Basecamp Managing and leading a 15-person support team is no small feet. Doing this while everyone is working remotely, scattered all around the world, creates an entirely new set of challenges.

Case Studies Sendle case study: 10 agents resolve 27,000+ conversations per month, then scale 2x in one month 10 agents close 27,000+ conversations per month, then scale 2x in one month for the holidays

Case Studies Bonobo case study: fast app support and bug reporting for iOS, 24/7 See how Influx delivers fast in app support and bug reports for iOS, 24/7 with 1,000+ resolutions per month.

Interviews How to build a SaaS support team: An interview with Emily Howman from Biteable Emily Howman runs global support for Biteable. Learn how she built her team to deliver 24/7 fast support via Intercom.

Interviews Support team alignment and metrics: An interview with Steve Noone O'Connor from Vend Read how Vend provide an industry leading customer experience that helps power their entire business.

Interviews How this husband and wife team built the world’s easiest solution for buying unique and affordable wedding rings See how Manly Bands differentiates themselves from the competition by delivering thoughtful and fast responses.

CX Excellence Five ways to compete with Amazon using excellent customer service Manly Bands is an anomaly, and for all the right reasons. They compete with Amazon in an already crowded market and build a profitable business in less than a year. Here are five takeaways!

Interviews Support Q&A with Ashley King, Director of Support at 99designs Ashley King ran the support team at 99designs. She built and scaled her team from a couple of agents to more than 50 in such a fast-paced environment. How does she perform this excellently?

CX Excellence Customer support job trends How different companies label their support teams? What’s the difference between happiness engineer and classic CS representative? Let's dive into the data.