Burst coverage
Deliver consistently great support despite product hiccups, staff turnover and holiday spikes. Our trained teams can handle at least 3x normal volume with no extra charges.
Case studies
See how companies work with Influx to deliver flexibility and scale.
76 agents resolve 250,000+ tickets per month with 24/7 coverage, surpassing KPIs
10 agents resolve 27,000+ conversations per month, then quickly scale 2x in one month
24/7 dedicated support and burst coverage for 20,000 tickets via 30 agents
Read more client testimonials or case studies
Training for scale
All new clients start their account with a two to four week training period. During this time, we train up the necessary agents and managers to handle your allotted workload in addition to increased workload. As we learn about your business and processes, we then continue to train new and existing agents to handle burst coverage.
Get ready for ticket bursts of all types
We have expert agents and managers for all types of issues. We have experts in basic issues like sign in issues and shipping lookups, and we have experts in handling more complex issues like product troubleshooting, payment problems, order fulfillment or replacement orders. To handle bursts properly, we need to have trained agents standing by for all types of expected conversations.
Ticket bursts happen for many reasons
Having worked with 100+ clients, we’ve seen all clients struggle with expected and unexpected ticket bursts. The most common reasons for overages are product outages, team holidays, sick leave and unexpected negative media coverage.
Allow your agents and managers to go on holiday whenever they want
Our teams work 24/7 and through all major holidays and weekends including Christmas, Easter, Thanksgiving, and Black Friday. We also capacity plan for future bursts based on client needs and historical averages.
Avoid overcapacity and overpaying
Paying for teams to stand ready for bursts can get expensive. With our elastic pricing, you only pay for what you use. So, we’re ready for bursts, but we also reduce our capacity and your costs go down when ticket volumes decrease.
Shannon Vilmin
Vendor Operations Specialist,
ClassPass
“We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without Influx’s help.”
Transforming the fitness industry, ClassPass has raised $285 million Series E funding in January 2020. Read the case study →
Hire full-service teams on demand
Make your support ops fast, flexible and ready for anything with experienced 24/7 support teams working month to month.
93% CSAT for 24/7 coverage in 5 languages from 26 agents in 4 regions
End-to-end eCommerce support on demand with 4.63 customer satisfaction rating
24/7 coverage with a fully managed support team of 8 agents across 3 regions
6 dedicated agents handle 100% customer support for email, live chat, and voice
After hours support and burst coverage for seasonal backlog after 200%+ customer growth
Building a remote support team with consistent culture, standards, and performance
After-hours email and live chat coverage with 70% NPS via dedicated and SaaS support