Peak Support
visit site- $10,000+
- 1,000 - 9,999 employees
- Cambridge, MA
Founded in 2015, Peak Support is a Boston-based business process outsourcing (BPO) provider. Their approximately 250 employees provide both voice services like inbound appointment scheduling and B2C telemarketing. They also provide email- and chat-focused customer support.
Client Insights
Industry Expertise
15%
15%
15%
15%
15%
15%
10%
Client Size Distribution
Small Business (<$10M) 40%
Midmarket ($10M - $1B) 45%
Enterprise (>$1B) 15%
Common Project Size
$10K-$49K 3 projects
$200K-$999K 1 project
Clients
- Ministry of Supply
Highlights from Recent Projects
Peak Support collaborated with Ministry of Supply to provide customer service and customer relationship management support. The project involved handling thousands of inbound customer inquiries via email and chat. Peak Support had three full-time resources and performed routine strategic audits. They scheduled their resources in coordination with the in-house team, ensuring seamless communication and customer satisfaction. The partnership exhibited a low turnover rate, which allowed for quick training and knowledge transfer among team members.
The menswear company, Western Rise, engaged Peak Support to augment their customer service department. Peak Support assisted with day-to-day operations, managing customer inquiries such as return and exchange requests mainly through email and live chat on the company's site. They also responded to messages from social channels like Instagram and Facebook. The size of the Peak Support team varied based on the volume of work, with the partnership beginning in April 2018 and ongoing till date.
American Exchange Group, a fashion wholesaler and manufacturer, partnered with Peak Support for customer support. The projects included incorporating Facebook into Zendesk, tag reporting, and a customer feedback loop project. Peak Support handled data points from different avenues such as returns, feedback, and warranties, categorizing them by issue and product. The partnership began in December 2019 and is ongoing, with several key Peak Support associates working closely with the client.