Influx blog
Tips and tutorials
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 - 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.
Tips and tutorials
Zendesk Setup and Tutorials
Struggling to get Zendesk working? We've created a series of simple step-by-step tutorials to get your instance working like a pro.
Customer experience
The Intercom live chat experience that gave me life
Coming up to GDPR, I felt a little defeated, a lot confused, and genuinely couldn’t wait for May 25th to arrive. After countless emails trying to wade through the murky waters of “What does the GDPR really mean for Australian internet-type business,”
Product
New Feature: Multi-user access for the Influx dashboard
We've just launched our most requested feature since day 1 of Influx in 2013: Multi-user access.
Interviews
Building an early support team for a high-growth SaaS business - 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.
Best practices
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.
Customer support
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.
Interviews
Tech support KPIs and management - 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.
Customer support
The five tools to keep your customers supported, between support emails
Nurturing your customer relationships is one of the best, and most proven, ways to grow your business. Successful customers generally spend more and refer more customers to you.
Customer support
The four types of customer service agents hired by leading brands
Your support experience is only as strong as the people providing it. If you want to provide excellent support, you need to find, train, and manage the right people.
Tips and tutorials
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.
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