What is Influx company?
Influx is building the world’s largest remote-first customer experience team for businesses set to scale and gear up for growth. Spread across 123+ cities globally, Influx provides round-the-clock solutions that are on-brand and on-demand in your time zone(s). They are designing customer experiences that are fast to scale and ready to reflect your vision, voice and values so you can stay focused on what’s coming next. Influx believes automation is excellent, but human connection is essential – because business growth shouldn’t come at the expense of the customer experience. So everything the company does comes with a human touch and exceptional tech to match.
Influx always has at least 10 agents ready to start in one week. They pre-train staff so they can ramp up quickly. Their recruiting engine can add 30+ agents in one month across three regions: Americas, APAC and EU. Moreover, the company is able to add 200+ agents with three month’s notice. Every new hire goes through a three step recruiting process with multiple managers. Moreover, Influx uses three levels of management to ensure that every agent creates a brand experience that is both helpful and memorable, for all the right reasons. Their service is fast, while every communication is human and considered.
The Pros and Cons of Influx Customer Support Business Processes
Advantages
- Flexible Hours
You can choose your coverage hours, and let Influx build the perfect team to meet your KPIs. The company can work 24/7, after hours, weekends or during the work day. They use a ‘follow the sun’ model with their staff, enabling them to hire the top candidates and manage locally, while still providing fast, 24/7 coverage.
- Month To Month
Move your service up or down based on when you need the company. Their service is elastic, making it easy to scale up for the holidays or new product launches, without needing to commit to long term agent contracts or management. The company manages all of that for you.
- Respond Fast to Every Customer
Their trained team responds quickly to every customer issue, question or complaint. They act exactly as you train them to act, helping with refunds, reorders, onboarding, and pre-sales. Influx clients used fast response times to grow 3x in one year, become a market leader and sell in 100+ countries. With a dedicated and scalable support team, you can focus more of your time on building your business.
- Management and Training Included
Influx runs three types of autonomous management to improve response quality, coverage and channel ownership. Every agent reports to a local manager, while they also use a client-specific manager to run client-specific training, QA and reviews. Lastly, they use custom reports to track agent success and compare their performance to benchmarks. This helps with self-management and self-improvement.
- Use your existing help desk
Influx system connects directly to your own help desk. They connect to all major help desks including Zendesk, Intercom, Help Scout and Freshdesk. Their team can follow any of your existing processes including escalations, feedback and bug flagging. They answer all tickets using unique user accounts inside your help desk or chat platform, so you have full visibility into everything we do.
- Flexibility built for high-growth brands
Start with a small team, then expand only as you need the company. They can manage just email, then quickly expand into chat, voice, social media and customer onboarding. Most companies start with a Support as a Service team, then add dedicated agents when they’re ready for individual contributors to take more ownership.
Disadvantages
Influx uses AI solutions to speed up the work process and allow agents to focus on more advanced tasks. Thus, AI can become very expensive to maintain. Even if you are using secure software, being dependent on AI can lead to a situation when you can’t cover its expenses or experience data loss.
According to the Influx reviews, there are a few cases when agents need help understanding the client’s business process, values, and mission. Thus, the company should provide employees with proper training on the core aspects and vision of every enterprise they are working with to offer a personalized approach.
A Brief Review of Services at Influx
Many businesses outsource their services because they want to focus on long–term goals. Influx customer support can help achieve your vision by providing many different services that can help you stay focused on your goals while maintaining excellent customer support.
Here are the services that you can outsource from such a company:
- Support as a Service
- Support teams on demand
- Customer support
- Back office support
- Enterprise call centers
- Sales teams on demand
- eCommerce support
- SaaS support
- Technical support
- Voice support
Influx pre-trains agents to start with new clients quickly. Their onboarding team can build an initial multi-region team in just one week. To learn more about how to get started and onboarding, get in touch with their sales and onboarding team. If you need short term results, they can clear the inbox in two weeks.
How to Sign Up and Place Orders at Influx
You can log in to your account and request the services if you are an existing client. The login page will only ask for your email and password before you get full access to the web portal.
A new customer has to tell Influx what problems you are encountering and what attributes are most important in your support team. Influx will work to find a customized outsourcing solution for your current size and needs. Once everything is in order, the company will send an agreement to review and sign. Then a client should fill out a detailed onboarding survey, and input from this survey will give your personal Influx Success Manager all the information they need to get started. The company’s expert recruiters choose the best candidates from the surrounding region for your needs, all with excellent English. Thus, Influx agents fit your company culture and provide you with the highest level of performance, just like you would expect from your own employees. Finally, your Influx Success Manager and dedicated training team collaborate with you to create a customized training program that will make agents work smoothly in your operations.
Clients need to remember their account passwords. Otherwise, they request a password reset from the company. First, companies provide the email address used for registration. From there, Influx will send the credentials for resetting the password.
Pricing Policy Review
Before outsourcing services, you must be sure to select a reliable company. It allows you to be sure that your money is safe and that you can always receive excellent customer support and business processing solutions.
Regarding the Influx services, clients have to fill out a contact form or schedule a sales consultation on the website to get in touch with a company sales representative who can provide them with an accurate quote regarding its services. In the form, clients should indicate what area of business they are looking to outsource, what business outsourcing goals they are trying to achieve, how big of a team to scale up, and how soon. Influx claims their services are affordable, and they charge a zero fee for consultation services.
Influx uses the information you provide to them to contact you about their relevant content, products, and services. You may unsubscribe from these communications at any time.
Contact & Support Systems
Before outsourcing services, you should research how you’ll contact the service provider in times of need. Influx ensures a smooth and efficient communication system all around the clock.
The company uses various channels to communicate with clients 24/7, such as Influx call center, live chat, email, help desk and Influx careers. Moreover, the company offers a FAQ section where the answers to the most popular questions are indicated. Thus, you shouldn’t worry about your clients receiving support whenever they need it.
Influx also provides a contact number and email address on their website that you can use. But remember, you can only reach out to them with the contact number from Monday to Friday during working hours EST. You can communicate with the sales team to ask about service delivery or the cost you’ll pay when outsourcing call center services.
An Overview of Attitudes Towards the Service
According to Influx social review, the company is available on various social media platforms such as LinkedIn and YouTube to display its services and update clients on its blog posts and internal work processes. The number of followers and response feedback on social media could be higher. But it doesn’t affect SupportNinja’s ability to provide efficient outsourcing services. The average Influx customer support agent salary is $16 per hour. In addition, you can always access recent updates from the website as the team regularly updates such info.
FAQ Section
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What does the Influx recruitment plan look like?
Prior to recruiting for your agents, the company sends you several onboarding documents to ensure everyone is aligned about the types of agents you’re looking for. Once candidates pass Influx informal round of screening based on background, qualities, and skills, they take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, the company brings agents in for another interview to ensure they’re a proper fit. The recruitment process can take 2-4 weeks to source quality agents and match with Influx company salary. After the perfect agents are found for your team, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of the trainers.
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Is Influx Legit?
The number of online scams is currently increasing. Thus, checking safety certification with your provider before ordering any services is essential. Influx uses only secure payment channels and has the reputation of a trustworthy company.
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Does Influx Provide Discount Codes, Coupons, and Promos?
Influx promotes its services and products through social media and newsletters to subscribers and customers. However, the website does not cover relevant information regarding promo codes, coupons, and specific discounts. The most significant advantage of Influx is reducing operational costs and increasing revenue through excellent outsourcing services. Probably, the company provides developing companies with funding to help them save on their budget. The company’s website displays a form clients can fill out for a free service quote based on different criteria.
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What is the Influx quality control process for customer support tickets?
The company uses a special tool which tracks the progress of each customer support representative. It helps analysts track the growth of each agent individually and intervene immediately or come up with a new solution based on trends. Influx can integrate directly with your help desk instance, enabling the QA team to audit tickets daily.
An Overview Rating of Influx
By looking at the various factors, we can rate Influx as:
- Management – 4.0
- Job security – 5.0
- Work and life balance – 4.5
- Corporate benefits and compensation – 4.0
- Culture – 5.0
Other Influx reviews can present various scores depending on how they understand the company’s mission or interact with it.
Influx Competitors
If you’d like to consider another provider similar to Influx, you can select from the following companies as they have related services and the capacity to serve your client’s interests:
- CloudTask
- Peak Support
- Helpware
- SureCall Experts
- AnswerConnect
Our Verdict
Influx provides consistent, high quality customer service in a simple month to month format. Brands and tech companies work with the company to make their support teams fast and flexible, while maintaining standards. It is called support ops on demand. Influx has had a hugely positive impact on operation and ultimately customers of various companies. They’ve been the motor running the ship allowing champs to spread out, focus on complex enquiries and build cadence in delivering quality responses while their clients go through continuous change and growth.