Case Study: Influx scales digital-first 24/7 support across nine countries with Slack

How Slack helps Influx to scale virtual-first support teams across nine countries

Influx is an on‑demand customer support provider for global e‑commerce, SaaS and tech companies that must scale 24/7 support across regions and partners while ensuring every ticket is answered. Their challenge was to rapidly onboard and coordinate distributed agents, clients and vendors, launch multi‑region support operations in days, and maintain consistent training, security and performance across teams.

Using Slack Connect and dedicated channels, Influx created shared workspaces for clients, vendors and internal teams to onboard agents faster, keep searchable context and accelerate incident escalation without heavy handoffs. The approach enabled one‑week, multi‑region launches, faster troubleshooting and team coaching, and measurable outcomes — Sendle scaled 600% with over 27,000 resolutions across ten agents per month, and Biteable sustained a four‑minute, 24/7 response time across 9,000 monthly conversations with 12 agents.

Influx

Alex Holmes

Chief Growth Officer