Influx has built support teams for more than 300 high-growth brands in the US, Australia, and Europe. We hire, train, and empower a remote community with the top 1% of customer support agents, spread over 120+ cities. Learn more about how it works → Customers have high expectations. If they have an issue with a product or service, they want it to be addressed quickly and efficiently. Fulfilling customer expectations involves meeting the customer where they are — and one of the quickest ways to get an immediate response is through voice support call centers. A call center is a team of customer ..read more

Over the past 10 years, we’ve built and run support teams for eCommerce companies around the world, like Linktree, Klarna, and Casely. We’ve seen what works when outsourcing Shopify customer service, and what doesn’t. Here’s what we’ve learned. Jump ahead: How to outsource Shopify post-sales support How to outsource Shopify pre-sales support How to outsource support management Steps to outsource your Shopify customer service Every successful eCommerce brand needs to invest in customer service. Fast and effective support experiences generate loyalty, positive reviews, and referrals. Many eCom ..read more

The challenge An audiobook app company with 30 million users and a small customer service team needing to scale with an increased volume of ~7,000 tickets/month. After a successful marketing campaign, this subscription-based service saw a huge spike in customer inquiries, which grew ticket volume to around 7,000/month. The company’s small internal team became inundated by the sudden increase in tickets — particularly during evenings and weekends. This after-hours backlog prevented the business from being able to catch up, and severely impacted first response time (FRT). In 2018, the company c ..read more

Over the past 10 years, we’ve built and run support teams for around 100 SaaS companies around the world, like Vend, Biteable and KeyCDN. We knew how to deliver a good customer experience from day one, but we’ve spent every day since perfecting it. Here’s what we learned. Jump ahead: Respond in less than 2 hours (during work hours) Focus on speed, not the fluffy details Get to the point, but be polite It’s well documented now that most if not all SaaS companies focus on customer success as part of their growth strategy. The best companies use low churn rates and targeted account revenue exp ..read more

See the case study PDF. Meshki is all about backing up their exceptional products with outstanding service and support to their customers. But with over 25,000 conversations a month, it’s not an easy task for the internal team. To solve this, Influx acts as an extension of the existing team. As the first layer of support, Influx agents handle 85% of the conversations. Confident in knowing that tier 1 support tickets are being handled with proactive and attentive customer care, the Meshki internal team can focus on delivering an outstanding experience to customers with tier 2 support issues ..read more

What are you doing to help your eCommerce shoppers decide to click the “buy” button? Pre-sales support is just as important as post-sales support, though many eCommerce businesses aren’t taking advantage of its full potential. Here’s the tea: pre-sales can be a huge revenue generator. Companies with strong pre-sales consistently achieve win rates of 40-50% in new business. Influx has built support teams for more than 300 high-growth brands in the US, Australia, and Europe, and we’re here to help your team reach its full potential. We spoke with Bernadette, Influx’s Implementation Director who ..read more

The buyer’s journey is full of questions. From initial curiosity to the final decision, customers often seek guidance and information before making the decision to purchase. There are a number of ways to give your customers information before they purchase, but one of the best and most effective ways to help them is through eCommerce pre-sales support. Pre-sales support boosts customer confidence by offering genuine, honest advice about a product to help customers make the most informed decision. Because the purchase decision isn’t always easy, researching can frustrate customers, who may ..read more

Over the last several years, Influx has built support teams for more than 300+ high-growth brands across the US, Australia, and Europe. We’re on a mission to make your customers happier and your working life simple, 24/7. Learn more about how it works→       How do you acquire new customers? Quality products and great service are certainly important, but the primary reason customers choose to do business with a company revolves around the business’s ability to provide an amazing customer experience (CX). An exceptional CX is characterized by the overall satisfacti ..read more

As businesses grapple with accomplishing more in a limited time (and often with limited resources), AI’s efficiency becomes increasingly important. Creating a brand voice takes time, but with the right prompts, AI takes on a bulk of the work, leaving you to boil down the output exactly how you want it. 58% of marketers whose companies use generative AI for content creation said increased performance is the top benefit. AI presents a profound paradigm shift in how we approach tasks, problem-solving, and productivity—offering an efficient solution to get more done faster. This eBook shares promp ..read more

Every business has to address customer support backlog at some point, whether during a product launch, third-party issues like shipping delays, the holidays, or other peak periods. It’s no secret that customers expect quick replies, with 62% expecting responses within an hour. Ticket backlog makes it more challenging to respond quickly to customers, straining customer relationships and negatively impacting their perception of the company’s commitment to service. Recognizing the growing demand for swift customer responses, we offer practical steps to streamline your support processes. Get the e ..read more