📢 Discover the Hidden Risks of Big BPOs! 🚨🔍 Are you aware of the potential risks associated with large customer service outsourcing companies? Given the consolidation in the industry, if you work with one of the gigantic BPOs, you've probably already noticed: Less flexibility Lack of attention to your feedback A feeling like you just don’t matter to your BPO Just to name a few. Our latest video sheds light on the hidden dangers that can arise when partnering with big BPOs. 🎥 Watch the video to learn more about the risks and how you can mitigate them. Don't let your business fall victim to unforeseen challenges!
Peak Support
Outsourcing and Offshoring Consulting
Cambridge, MA 10,066 followers
Exceptional customer service and business process outsourcing for high-growth companies
About us
Peak Support is a rapidly growing services provider dedicated to providing exceptional support to high-growth companies. We offer a wide array of services including customer support, sales operations, and business process outsourcing. Our global delivery model enables us to provide service from the Philippines, the U.S., Latin America, and more. We hire the best agents in the business and we are relentlessly dedicated to helping our clients succeed. If you are seeking to scale your team, please email info@peaksupport.io or contact CEO Jonathan Steiman at jonathan@peaksupport.io.
- Website
- http://www.peaksupport.io/
External link for Peak Support
- Industry
- Outsourcing and Offshoring Consulting
- Company size
- 1,001-5,000 employees
- Headquarters
- Cambridge, MA
- Type
- Privately Held
- Founded
- 2015
- Specialties
- Customer Management (email, chat, phone), Outbound Calling, Business Process Outsourcing, and Research
Locations
- Primary
Get directions
Fairmont
Cambridge, MA 02139, US
Employees at Peak Support
Updates
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Embark is an eCommerce company that provides pet DNA testing kits.🐕 They have been a Peak Support client since 2020 and were seeking ways to reduce costs while maintaining exceptional customer experiences. Embark also sought to optimize their Zendesk chatbot to increase the number of tickets that didn't require human intervention, while maintaining high quality customer care. So Peak Support ran a 60-day accelerated optimization and implemented these key improvements: ✔️ Updated the chatbot flow ✔️ Help center optimization ✔️ Improved agent assist ✔️ Proactive chat The results? A whopping 96% of chatbot interactions were successfully resolved without agent intervention (up from 77%) while still maintaining an impressive CSAT score of 97% across all tickets. 👏 You can learn more about the CX solutions we did for Embark by viewing the slideshow below.
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🔒 Discover the Culture of Security! 🔒 At Peak Support, we take security seriously. 🛡️ In this video, we delve into our robust security practices and the culture we've built around it. Join us as we share insights, best practices, and our commitment to keeping your data safe. 💪 Watch now and gain a deeper understanding of how we prioritize security in everything we do. Your peace of mind is our top priority!
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How do your #CustomerSupport KPIs stack up compared to your competitors? We've done the research to find out. We scoured the Internet and found hundreds of public data points on customer service KPIs. The slideshow shows the Best, Worst, Median, and Average we found for: 👏 CSAT 🕛 Full Resolution Time ⏱ First Reply Time ✔ First Contact Resolution ⌚ Chat Wait Time 🤖 AI Chatbot Resolution Rate There is data for more KPIs in the full eBook. Download it here: https://lnkd.in/gt5dg-BG
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We’re proud to share that Peak Support is a Great Place To Work Certified company!👏 #GPTWcertified This certification means a lot to us because it's all the validation we need that we are taking good care of our team members in the US. Read what our US employees say makes working at Peak Support so great.💚 https://hubs.ly/Q02t9qJ10
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Building an incredible self-service experience is one of the best ways to create satisfied customers this 2024.💡 Surveys and research consistently show that customers overwhelmingly prefer being able to solve issues by themselves, especially when you make it super easy for them to find a solution on their own terms. But you're probably wondering: How can I empower customers to help themselves?🤔 In our latest blog, we share some helpful tips on how to build a self-service solution your customers will love. It's so effective and so accessible that your customers might not even think about reaching out to your support representatives anymore. Read it today! You can find the link to the blog in the comments.
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More and more companies - even small ones - are using RFPs to choose a customer support outsourcing partner. But issuing and managing an RFP can be stressful and time consuming. We've made it easy. We've assembled this guide to help you understand the process of crafting an effective RFP to outsource your customer support team. We’ve even included an RFP template that you can download and use as-is. Download your own copy of our Crafting an RFP to Outsource Customer Support e-book today. The link is in the comments.
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🌟 Discover the secrets to building a thriving company culture with insights from our very own Hannah Clark Steiman. 📖 Peak Support's E-book: Building an Exceptional Company Culture Gives you valuable tips and tricks for creating a positive and engaging work environment that fosters collaboration, productivity, and employee satisfaction. 🎁 Special Offer: Receive a deck of cards with additional tips and tricks for exceptional company culture when you provide your address! 🎁 Don't miss out on this opportunity to transform your workplace
I spent about a year working on our ebook on How To Build an Exceptional Company Culture. I want to talk a bit about why this is the one article on culture that you should actually read. I interviewed people throughout Peak Support because I wanted to answer the question, what makes Peak Support's culture so special? Everyone has a slightly different perspective but I was able to identify 7 principles that I think make our culture what it is. If you ask ChatGPT for 7 principles that makes a great company culture, they might give you the same 7 or a similar list. But this is not an ebook that ChatGPT could have written. It has stories and examples that SHOW how we built a culture based on these principles and how you can do it to. And if you include your address when you download the ebook, we have a deck of cards which have 70 tips and tricks, aligned with these principles, things that you can implement today. And we'll send you that deck. Check it out today! https://hubs.ly/Q02k0ws30
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A customer is the most important person in any business. Do your employees believe this? Do they act like it's true?
My 7-year-old recently got into hockey so I've been spending a lot of time at a store called Sports Etc. in Arlington, MA. I've been to this store at least four or five times. And every time, I am blown away by the amazing customer experience that they provide me with. So I wondered to myself: "How does this shop in Arlington, MA, provide this incredible customer experience?" The last time I went there, I had to use the restroom. Right before getting to the restroom, there’s a sign posted that no one can ever miss. It is a poster that answers the question: What is a customer? I loved it so much, I took a photo, and shared it with our team at our last all company huddle. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐢𝐦𝐩𝐨𝐫𝐭𝐚𝐧𝐭 𝐩𝐞𝐫𝐬𝐨𝐧 𝐢𝐧 𝐚𝐧𝐲 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐧𝐨𝐭 𝐝𝐞𝐩𝐞𝐧𝐝𝐞𝐧𝐭 𝐨𝐧 𝐮𝐬. 𝐖𝐞 𝐚𝐫𝐞 𝐝𝐞𝐩𝐞𝐧𝐝𝐞𝐧𝐭 𝐨𝐧 𝐭𝐡𝐞𝐦. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐧𝐨𝐭 𝐚𝐧 𝐢𝐧𝐭𝐞𝐫𝐫𝐮𝐩𝐭𝐢𝐨𝐧 𝐨𝐟 𝐨𝐮𝐫 𝐰𝐨𝐫𝐤. 𝐓𝐡𝐞𝐲 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐩𝐮𝐫𝐩𝐨𝐬𝐞 𝐨𝐟 𝐢𝐭. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐝𝐨𝐞𝐬 𝐮𝐬 𝐚 𝐟𝐚𝐯𝐨𝐫 𝐰𝐡𝐞𝐧 𝐭𝐡𝐞𝐲 𝐜𝐨𝐦𝐞 𝐢𝐧. 𝐖𝐞 𝐚𝐫𝐞𝐧’𝐭 𝐝𝐨𝐢𝐧𝐠 𝐭𝐡𝐞𝐦 𝐚 𝐟𝐚𝐯𝐨𝐫 𝐛𝐲 𝐰𝐚𝐢𝐭𝐢𝐧𝐠 𝐨𝐧 𝐡𝐢𝐦. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 – 𝐧𝐨𝐭 𝐚𝐧 𝐨𝐮𝐭𝐬𝐢𝐝𝐞𝐫. 𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐧𝐨𝐭 𝐣𝐮𝐬𝐭 𝐦𝐨𝐧𝐞𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐜𝐚𝐬𝐡 𝐫𝐞𝐠𝐢𝐬𝐭𝐞𝐫. 𝐓𝐡𝐞𝐲 𝐚𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐛𝐞𝐢𝐧𝐠𝐬 𝐰𝐢𝐭𝐡 𝐟𝐞𝐞𝐥𝐢𝐧𝐠𝐬, 𝐚𝐧𝐝 𝐭𝐡𝐞𝐲 𝐝𝐞𝐬𝐞𝐫𝐯𝐞 𝐭𝐨 𝐛𝐞 𝐭𝐫𝐞𝐚𝐭𝐞𝐝 𝐰𝐢𝐭𝐡 𝐫𝐞𝐬𝐩𝐞𝐜𝐭. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐬 𝐚 𝐩𝐞𝐫𝐬𝐨𝐧 𝐰𝐡𝐨 𝐜𝐨𝐦𝐞𝐬 𝐭𝐨 𝐮𝐬 𝐰𝐢𝐭𝐡 𝐭𝐡𝐞𝐢𝐫 𝐧𝐞𝐞𝐝𝐬 𝐚𝐧𝐝 𝐰𝐚𝐧𝐭𝐬. 𝐈𝐭 𝐢𝐬 𝐨𝐮𝐫 𝐣𝐨𝐛 𝐭𝐨 𝐟𝐢𝐥𝐥 𝐭𝐡𝐞𝐦. 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐝𝐞𝐬𝐞𝐫𝐯𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐜𝐨𝐮𝐫𝐭𝐞𝐨𝐮𝐬 𝐚𝐭𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐰𝐞 𝐜𝐚𝐧 𝐠𝐢𝐯𝐞 𝐭𝐡𝐞𝐦. 𝐓𝐡𝐞𝐲 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐥𝐢𝐟𝐞𝐛𝐥𝐨𝐨𝐝 𝐨𝐟 𝐭𝐡𝐢𝐬 𝐚𝐧𝐝 𝐞𝐯𝐞𝐫𝐲 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬. 𝐓𝐡𝐞𝐲 𝐩𝐚𝐲 𝐲𝐨𝐮𝐫 𝐬𝐚𝐥𝐚𝐫𝐲. 𝐖𝐢𝐭𝐡𝐨𝐮𝐭 𝐭𝐡𝐞𝐦, 𝐰𝐞 𝐰𝐨𝐮𝐥𝐝 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐜𝐥𝐨𝐬𝐞 𝐨𝐮𝐫 𝐝𝐨𝐨𝐫𝐬. 𝐃𝐨𝐧’𝐭 𝐞𝐯𝐞𝐫 𝐟𝐨𝐫𝐠𝐞𝐭 𝐢𝐭. And we also added one more to our internal list: 🌟𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐝𝐨𝐞𝐬 𝐧𝐨𝐭 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧. 𝐀 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐩𝐫𝐨𝐯𝐢𝐝𝐞𝐬 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤. #customerservice #customerexperience
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In 2023, people from almost 200 countries joined together to show their support for Earth Hour. Individually, an hour of switching off lights may not seem much. But no effort is too small when it comes to showing our love and care for the Earth - our home. Don't forget to switch off your lights tonight from 8:30 till 9:30 in celebration of Earth Hour.🌎