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.
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.
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.
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!
Blenders case study: 24/7 dedicated support and burst coverage for 20,000 tickets
Blenders Eyewear partnered with Influx to scale, flex and grow their business faster and gain a 94% CSAT.
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.
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.
How to define your customers: Type vs. Time
Reduce churn and improve your customer experience with this simple model.
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.
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