Peak Support

🌟𝐇𝐨𝐰 𝐜𝐚𝐧 𝐲𝐨𝐮 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐭𝐡𝐞 𝐜𝐫𝐢𝐭𝐢𝐜𝐚𝐥 𝐭𝐡𝐢𝐧𝐤𝐢𝐧𝐠 𝐬𝐤𝐢𝐥𝐥𝐬 𝐨𝐟 𝐲𝐨𝐮𝐫 #𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐚𝐠𝐞𝐧𝐭𝐬? 🌟 In the latest episode of 𝘛𝘩𝘦 𝘗𝘦𝘢𝘬 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦, Hannah Clark Steiman is joined by Louella Alagan, Training and Quality Director at Peak Support to dive deep into the art of critical thinking in customer service. They discuss how traditional approaches to training often miss the mark by focusing solely on product knowledge, neglecting the foundational skills that truly enhance the customer experience. By cultivating a culture of proactivity and genuine care, customer service teams can transform their interactions into meaningful connections. Here are 2 key takeaways:   1️⃣ The foundation of critical thinking is self-realization. Prioritize self-realization in your training to help agents understand their vital role in customer satisfaction. 2️⃣ Hire individuals who have a genuine desire to improve customers' days—not just respond to inquiries. Tune in (link in comments) to explore how to elevate your customer service strategy! 🎧💬 #ThePeakExperience #CustomerSupport #CriticalThinking #PeakSupport #Podcast #BPO

𝐓𝐢𝐦𝐞 𝐢𝐬 𝐠𝐨𝐥𝐝. 𝐀𝐧𝐝 𝐭𝐡𝐚𝐭 𝐥𝐢𝐧𝐞 𝐜𝐨𝐮𝐥𝐝𝐧’𝐭 𝐛𝐞 𝐚𝐧𝐲 𝐭𝐫𝐮𝐞𝐫 𝐟𝐨𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬. Reducing FRT not only means happier customers, increased efficiency for your customer support team, and higher retention rates, it can also give you an edge over your competitors. The faster you resolve customer issues, the stronger your brand becomes. Follow these tips to improve your full resolution time: ✍️ 𝐃𝐢𝐠 𝐢𝐧𝐭𝐨 𝐭𝐡𝐞 𝐝𝐚𝐭𝐚- Know where the blocker is and design processes that ensure your customers are kept updated. 🤏 𝐂𝐥𝐨𝐬𝐞 𝐭𝐢𝐜𝐤𝐞𝐭𝐬 𝐚𝐟𝐭𝐞𝐫 𝐚 𝐫𝐞𝐚𝐬𝐨𝐧𝐚𝐛𝐥𝐞 𝐭𝐢𝐦𝐞 - Send an automated reminder after a few days to close the ticket if the customer doesn't get back to you. This also minimizes ticket backlog. 👆 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭 𝐚 𝐛𝐞𝐭𝐭𝐞𝐫 𝐫𝐨𝐮𝐭𝐢𝐧𝐠 𝐬𝐲𝐬𝐭𝐞𝐦 - AI-powered tools like Ultimate .ai, MonkeyLearn, and others make it easy to build out visual workflows to automate tagging and routing of tickets intelligently. 👋 𝐈𝐧𝐜𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐞 𝐜𝐡𝐚𝐭 (𝐚𝐧𝐝 𝐜𝐡𝐚𝐭𝐛𝐨𝐭𝐬) - At Peak Support, we’ve designed chatbots that resolve as many as 95% of the questions they receive. You can always redirect customers to email if the chatbot doesn’t resolve their question. Ready to turn great service into a strategic advantage? Start tracking FRT now and check out our blog to discover the benchmarks for the best, average, and worst Full Resolution Times.👇 #CustomerService #FullResolutionTime #KPI #CX #Tips

It's time to fall back and rewind. Daylight Saving Time is clocking out this weekend.⏰ That means an extra hour of sleep is on its way! But it can also be one more hour to do whatever makes you happy - whether that's binge watching TV shows, reading good books, or listening to music. Now you get to enjoy the cozy fall ambiance a little longer.🍁 To our team members in the Philippines, don’t forget to turn your clocks back to an hour so you don't miss those meetings. ⟲⌚

𝐁𝐮𝐢𝐥𝐝 𝐘𝐨𝐮𝐫 𝐂𝐚𝐫𝐞𝐞𝐫 𝐰𝐢𝐭𝐡 𝐏𝐞𝐚𝐤 𝐒𝐮𝐩𝐩𝐨𝐫𝐭! 🌍✨   We’re Peak Support—a team-first, remote workplace that values authenticity, growth, and a strong work-life balance. If you’re looking to work with people who genuinely care about making a difference, we’re here for it.   🔥 𝐖𝐞’𝐫𝐞 𝐡𝐢𝐫𝐢𝐧𝐠 𝐟𝐨𝐫 𝐭𝐡𝐞𝐬𝐞 𝐫𝐨𝐥𝐞𝐬: 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐒𝐚𝐥𝐞𝐬 𝐑𝐞𝐩 – Connect with top clients and help drive our growth. https://bit.ly/4fplvEz 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐑𝐞𝐩 – Find and connect with potential clients who align with our mission. https://bit.ly/40syvF6 𝐏𝐡𝐨𝐧𝐞 𝐓𝐞𝐚𝐦 𝐌𝐞𝐦𝐛𝐞𝐫 (𝐓𝐞𝐦𝐩𝐨𝐫𝐚𝐫𝐲) – Be a voice of support and help customers get the answers they need. https://bit.ly/4fLW1l9 Sound like your kind of place? Apply today to join a team that gets it! #RemoteJobs #PeakSupport #NowHiring

Is your #ecommerce customer support team only responding to inbound queries? If so, you’re leaving money on the table. You could be using your #customerservice agents to attract new customers and drive growth. 🔑 𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐚 𝐟𝐞𝐰 𝐰𝐚𝐲𝐬 𝐲𝐨𝐮 𝐜𝐚𝐧 𝐮𝐬𝐞 𝐲𝐨𝐮𝐫 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐭𝐞𝐚𝐦 𝐭𝐨 𝐠𝐫𝐨𝐰 𝐲𝐨𝐮𝐫 𝐛𝐫𝐚𝐧𝐝. 𝐖𝐞’𝐫𝐞 𝐝𝐨𝐢𝐧𝐠 𝐚𝐥𝐥 𝐭𝐡𝐞𝐬𝐞 𝐭𝐡𝐢𝐧𝐠𝐬 – 𝐚𝐧𝐝 𝐦𝐨𝐫𝐞 – 𝐟𝐨𝐫 𝐜𝐥𝐢𝐞𝐧𝐭𝐬: 👏 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐚𝐧𝐝 𝐫𝐮𝐧𝐧𝐢𝐧𝐠 𝐚 𝐥𝐨𝐰-𝐜𝐨𝐬𝐭 𝐢𝐧𝐟𝐥𝐮𝐞𝐧𝐜𝐞𝐫 𝐩𝐫𝐨𝐠𝐫𝐚𝐦: Use advanced tools to recruit influencers who align with your brand, helping you connect with your audience at a low cost.  👏 𝐔𝐬𝐢𝐧𝐠 𝐩𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐜𝐡𝐚𝐭 𝐭𝐨 𝐝𝐫𝐢𝐯𝐞 𝐬𝐚𝐥𝐞𝐬: Use proactive chat on key pages to drive purchases. Embark Veterinary saw a 237% increase in revenue per chat with proactive chat.   👏 𝐌𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐚𝐟𝐟𝐢𝐥𝐢𝐚𝐭𝐞 𝐩𝐫𝐨𝐠𝐫𝐚𝐦𝐬: Affiliates promote your products for a commission, creating a scalable and cost-effective marketing channel. Your support team can manage these programs and relationships for you.  For 2 more ways to leverage customer service for growth, check the out the slideshow below and don't forget to read the full blog too (link in comments). 👇 #EcommerceGrowth #CustomerRetention #CXStrategy 

Get ready to have a spooktacular time with Peak Support's Halloween playlist!🎃 From Michael Jackson's iconic hit "Thriller" to other equally fang-tastic tracks, our chilling selection of songs will really set the spine-tingling mood and eerie vibes for Halloween.🧛♂️ Ready to get your Halloween groove on? with Then listen to our 2024 Halloween playlist! Link in comments.👻 And don't forget to follow us on Spotify too and discover all our other amazing playlists. #Halloween #Halloween2024 #Playlist #Thriller

Humans: 1, Bots: 0! #CustomerSupportWins #BPOHumor

Get ready to have a spooktacular time with Peak Support's Halloween playlist!🎃 From Michael Jackson's iconic hit "Thriller" to other equally fang-tastic tracks, our chilling selection of songs will really set the spine-tingling mood and eerie vibes for Halloween.🧛♂️ Ready to get your Halloween groove on? with Then listen to our 2024 Halloween playlist! Link in comments.👻 And don't forget to follow us on Spotify too and discover all our other amazing playlists. #Halloween #HalloweenPlaylist #Thriller

🎙️ 𝐇𝐞𝐫𝐞’𝐬 𝐭𝐡𝐞 𝐎𝐧𝐞 𝐌𝐢𝐬𝐭𝐚𝐤𝐞 𝐘𝐨𝐮 𝐑𝐞𝐚𝐥𝐥𝐲 𝐃𝐨𝐧’𝐭 𝐖𝐚𝐧𝐭 𝐭𝐨 𝐌𝐚𝐤𝐞 𝐓𝐡𝐢𝐬 𝐇𝐨𝐥𝐢𝐝𝐚𝐲 𝐒𝐞𝐚𝐬𝐨𝐧 🎙️ Some companies worry that bringing in seasonal agents might water down the quality of customer service. But as Ben Segal (Freshly, Pair Eyewear) points out, this is a misconception. When handled with intention, seasonal agents can enhance the customer experience. The key mistake – not building in enough time for training and nesting. You want your seasonal agents to be ready to go on Black Friday – so make sure they’ve had enough time on the queue to get comfortable.     Other key takeaways from our latest episode of The Peak Experience episode:  🔓 𝐓𝐡𝐨𝐮𝐠𝐡𝐭𝐟𝐮𝐥 𝐭𝐚𝐬𝐤 𝐚𝐥𝐥𝐨𝐜𝐚𝐭𝐢𝐨𝐧: Give new agents simpler tasks while allowing experienced team members to handle more complex inquiries. 🔓 𝐂𝐨𝐧𝐬𝐢𝐬𝐭𝐞𝐧𝐜𝐲 𝐦𝐚𝐭𝐭𝐞𝐫𝐬: Maintaining a high standard of service across the board keeps every interaction feeling personalized and valuable. 🔓 𝐓𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐚𝐝𝐯𝐚𝐧𝐭𝐚𝐠𝐞: Investing in your CX team pays off. Great support turns your brand into a standout, even against bigger competitors. This is especially critical in a discount-oriented shopping season like we’re expecting in 2024.  Want to learn how to make customer service your holiday superpower? Tune in to the full episode! 😉👇 #CustomerExperience #SeasonalSupport #HolidaySuccess #PeakSupport #Podcast

𝐈𝐬 𝐘𝐨𝐮𝐫 𝐒𝐚𝐚𝐒 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐌𝐢𝐬𝐬𝐢𝐧𝐠 𝐎𝐮𝐭 𝐨𝐧 𝐆𝐥𝐨𝐛𝐚𝐥 𝐆𝐫𝐨𝐰𝐭𝐡? One bad interaction can damage your reputation, especially when 54% of people share their negative experiences with others. If you're expanding into new markets, the stakes are even higher—multilingual support can make all the difference in building trust and driving conversions. Here’s why global SaaS businesses should prioritize multilingual support:  🥇 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐥𝐨𝐲𝐚𝐥𝐭𝐲: Over half of customers are more likely to stick with a company when they can communicate in their own language.  🥇 𝐁𝐞𝐭𝐭𝐞𝐫 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐢𝐨𝐧 𝐫𝐚𝐭𝐞𝐬: A sale can be lost simply because your support didn’t speak Polish or Spanish. Offering pre-purchase support in local languages improves your chances of closing deals.  🥇 𝐂𝐨𝐦𝐩𝐞𝐭𝐢𝐭𝐢𝐯𝐞 𝐞𝐝𝐠𝐞: 70% of customers prefer brands that provide native-language support, giving you the perfect opportunity to stand out. In our latest blog, we break down 6 smart ways to implement multilingual support: 💬 Hire local agents: Boost customer satisfaction by hiring native speakers who understand both the language and culture.  💬 Hire bilingual/multilingual agents: Find agents who speak multiple languages, cutting down on costs while providing top-tier support.  💬 Outsource your support: Tap into outsourcing services from regions like Eastern Europe or the Philippines to offer affordable, high-quality support.  💬 Use AI-powered translations: Leverage advanced tools like Lokalise for automated, accurate translations.  💬 Localize your FAQs: Offer comprehensive self-service help in multiple languages.  💬 Deploy multilingual chatbots: Let AI handle common questions in any language. Ready to unlock global success? Check out our full blog for in-depth insights.👇 #SaaSSupport #GlobalBusiness #CustomerExperience #PeakSupport #BPO #MultilingualSupport