Large-scale operations
Keep your customer #1, at scale. Our Enterprise team drives best-in-market productivity, while meeting your KPIs.
Flexible capacity with improved Response Times, First Touch Resolutions, CSAT and NPS.
The Enterprise service team includes dedicated workforce planners, trainers, recruiters, business analysts and infrastructure experts, directed by 30+ years of global enterprise experience.
TRUSTED BY ENTERPRISES GLOBALLY
The customer is #1, at scale
Everything we do is designed to put the customer first.
Top 1% of agents
We recruit and filter new agents based on soft skills and the ability to navigate tricky customer conversations. We only hire the top 1% of agents.
Track customer KPIs
We design and track customer KPIs that show how impactful and helpful our service teams are. We usually use a combination of CSAT, NPS and automated sentiment tracking via AI, connected with the phone system.
Quality assurance
The dedicated quality assurance team reviews a random selection of customer interactions every week, for every agent.
Regular assessments
The dedicated training team runs monthly assessments to ensure that every agent understands the exact company policies and changes in policy or business process.
Continuously improve agent productivity
The dedicated workforce planning team ensures roster and agent productivity adherence, designing and reviewing hourly reports.
Weekly workforce planning meetings adjoin the Influx team with internal planning resources to make sure we’re aligned and to make sure we have the right roster in place for the coming two weeks.
Renardo, Team Leader, 5 yrs with Influx
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 →
How the sales process works
The following is how we run onboarding for a large-scale operation (10+ seats). To launch faster, consider month-to-month agents or Support as a Service. Both of those services are ready to launch in one week, with month-to-month pricing.
Scoping call
Scoping call with one of our onboarding managers. Retrieve high-level view of how our service works and how it fits in with an existing operation.
Discovery meeting
Operational discovery meeting with our head of service delivery. Define team expectations, agent expectations and onboarding roadmap for a pilot program.
Proposal
Influx presents a custom proposal based on expectations and unique operating conditions.
Best-in-class infrastructure for modern teams
Our leadership team has 30+ years experience using all the major phone system tools and CRMs including Genesys, Five9, Zendesk Voice, Freshdesk, Salesforce and Hubspot.
We can operate in your own phone system, or create a new infrastructure program that enables the agents, managers and executives to consistently meet customer targets.
We build reports in your own phone system or create our own if your phone system is limited.
Contact us to learn more about infrastructure capabilities and experience.
Stephanie, Customer Support, 1 yr with Influx
Start small (if you want)
Not ready to hire 20+ agents right away? Our service is flexible. Start with agents on demand or Support as a Service. Both services are available to launch in one week, with month-to-month pricing.
Once either of those services grows to 10-20 seats, we’ll start the conversations to switch to our ‘Enterprise’ team for custom workflow management, training, agent experience profiles and infrastructure.
Gabriel, Recruiter, 3 yrs with Influx
Resources to streamline operations and scale customer support
Ready to try Influx? Let’s talk!
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