Influx blog
Product
Why we launched 100% weekend support
Every support manager I know has the same problem: They have too many tickets waiting for them on Mondays when they first log into their help desk. 500+ ticket backlogs aren’t uncommon. Here's how we launched weekend support.
Case studies
Motor Trend on Demand Case Study: 24/7 omnichannel support with 2x burst coverage
How Motor Trend on Demand, the #1 destination for automative content, works with Influx to deliver fast, 24/7 support across platforms.
Tips and tutorials
How to plan your support team for the holidays
Planning your support team for busy holidays doesn’t have to be daunting. Learn how to optimize your staffing and automate processes to keep your customer satisfaction sky high.
Product
New tool! Forecast the next 12 months of tickets with Support Forecaster
I’m excited to announce our new FREE forecasting tool for any company using Zendesk. With Support Forecaster, define upcoming ticket volume, public responses and recommended headcount for the next 12 months.
Interviews
The journey to 14,000 five-star reviews - 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.
Customer support
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.
Work culture
2018 Year in Review - client success for high-growth brands
It’s been a hugely busy year for us. Here's a few stats from across our entire community of clients and an update on what's been happening in the backend from the Influx side of things.
Customer experience
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 - 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.
Tips and tutorials
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.
 6 Circle - small.png)