Influx blog
Interviews
Global support team management - 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.
Tutorial
Zendesk Tutorial: Enabling and using Zendesk Markdown
Zendesk markdown is a "language" for formatting text inside Zendesk. It allows you to easily add bolding, bullet points, italics and other formatting into your tickets and macros simply by adding some symbols.
Tutorial
Zendesk Tutorial: How to setup macros
Macros are a Zendesk term for 'saved replies.' Using macros, you can respond to customers faster while reducing the chance of making a mistake.
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
Tutorial
Zendesk Tutorial: How and when to use tags
Tagging in Zendesk may feel pretty straightforward, but knowing when and how to use them will set you up for inbox bliss and greater support transparency.
Tutorial
Zendesk Tutorial: Setting up your initial five views
Views are the tool you use to organise tickets from inside Zendesk. Streamlining them to make the time spent in your inbox as efficient (and straightforward) as possible is so important when aiming for the elusive inbox-zero.
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 1000+ resolutions per month.
Tutorial
Zendesk Tutorial: Activating CSAT
CSAT can be one of your most valuable tools when tracking the pulse of your customers. In this tutorial - we are going to run you through how you set it up within Zendesk.
Interviews
How to build a SaaS support team with Emily Howman, customer service manager at 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 - 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.
Work culture
Influx Year in Review: 2017
We’re in the busiest support season of the year! Start from updating our primary selling proposition to launching a new service. Here are all the highlights.
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