Peak Support

Peak Support was hired by American Exchange Group to provide customer support. The team was tasked with several projects, including the integration of Facebook into Zendesk and tag reporting for all tickets received within a specific period. Currently, they are working on a customer feedback loop project where they are categorizing data points from various avenues such as returns, feedback, and warranties by issue and product. The collaboration began in December 2019 and is still ongoing. The client interacts most often with Trish, Rob, Ramon, Jen, and two other members of the Peak Support team.

Western Rise, a menswear company, engaged Peak Support to augment their customer service department. The team helps with day-to-day operations, answering customer service inquiries such as return and exchange requests, primarily through email. They also provide support through the live chat feature on the company's website and respond to messages sent through social media channels like Instagram and Facebook. The size of the team fluctuates based on volume, with the company currently working with three people from Peak Support, including a team lead. The partnership, which costs around $2,000 a month, started in April 2018 and is still ongoing.

Trashie, a textile recycling company, hired Peak Support to manage its fluctuating ticket volume and maintain fast response times. The team primarily manages email-based support tickets through the Gorgias helpdesk, responding to customer inquiries, resolving order issues, answering product questions, and processing returns. They also assist with special projects such as backlog management, macro updates, and process documentation as needed. The company chose Peak Support due to its high ratings and budget-friendly pricing. The project involves 2-5 employees from Peak Support.