Scaling customer support for SaaS with Alex Holmes, Influx (S2E10)

S2E10 scaling customer support SaaS

We chat with Alex Holmes, CMO from Influx. Influx helps you get customer support, done. They provide elastic support which is based on a transactional model. Influx focuses on assisting SaaS and eCommerce businesses.

Alex is an online marketer by trade, having worked at Envato, Tripit and other online companies.

I really enjoyed this chat with Alex who I’ve known for years when I was living in Melbourne. In this episode we discuss:

1. What’s your background?
2. What’s the difference between working in your own startup vs for a startup as an employee?
3. How is marketing different in a marketplace vs SaaS?
4 .What’s your experience like at Envato? Its one of the unknown Australian success stories.
5. What is influx?
6. Who’s your ideal customer and how do you reach them?
7. Have you seen any great examples of support for new products e.g. startup or more established company
8. If I’m launching a major release of my app / website, what’s the co-ordination process like with support?
9. When should you outsource support vs keep it in-house? A source of learning for product team.
10. When do you know you have problems with scaling your support?
11. The difference between Customer support vs Customer success?
12. What’s the startup scene like in Melbourne now?

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Links

influx.com
tomtunguz.com/shifting-role-marketing-saas
SaaStr podcast interview, David Skok, Matrix Partners
vinomofo.com
www.linkedin.com/in/mralexholmes
twitter.com/aholmes360
Predictable Revenue by Aaron Ross

If you enjoyed the episode, rate it 5 stars on the iTunes store, like it, share it with your friends!

I’m out like the overflow,
Matt Ho

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