Peak Support

🎙️ 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

𝐖𝐡𝐞𝐧 𝐢𝐭 𝐜𝐨𝐦𝐞𝐬 𝐭𝐨 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐢𝐧𝐠 𝐠𝐫𝐞𝐚𝐭 𝐞𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐚𝐠𝐞𝐧𝐭𝐬, 𝐜𝐫𝐞𝐚𝐭𝐢𝐯𝐢𝐭𝐲 𝐢𝐬 𝐤𝐞𝐲.🎯 Sourcing talent isn’t just about posting a job and hoping for the best. You need to know where to find your candidates and how to assess their skills right from the start. With ecommerce support roles in high demand, standing out as an employer is crucial to finding the right fit. In our latest blog, we share 5 𝐭𝐢𝐩𝐬 𝐟𝐨𝐫 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐢𝐧𝐠 𝐠𝐫𝐞𝐚𝐭 𝐞𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐚𝐠𝐞𝐧𝐭𝐬 (but no one tells you). From sourcing talent on unexpected platforms to using role plays during interviews, these strategies will help you connect with top-tier candidates and build a stronger support team. 💡 Key tips include: ➤ Recruiting agents where they actually look for jobs—think beyond traditional job boards like Upwork, Onlinejobs.ph, and social platforms like TikTok or Instagram. ➤ Using sample questions in applications to gauge how candidates handle customer issues from day one. ➤ Creating an efficient interview process that narrows down your top candidates with structured interviews. ➤ Asking the right questions during interviews to understand their values, problem-solving abilities, and customer service approach. ➤ Implementing role plays to assess their problem-solving and communication skills under pressure in real-world scenarios. Ready to learn more? Read the blog and share these tips with your team! 🌟 #EcommerceSupport #CustomerServiceHiring #PeakSupport #RecruitingTips #TalentAcquisition #BPO

👥 𝐖𝐡𝐲 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐈𝐬 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠: 𝐇𝐨𝐰 𝐖𝐢𝐥𝐝𝐠𝐫𝐚𝐢𝐧 𝐑𝐞𝐭𝐚𝐢𝐧𝐬 97% 𝐨𝐟 𝐒𝐮𝐛𝐬𝐜𝐫𝐢𝐛𝐞𝐫𝐬 𝐰𝐢𝐭𝐡 𝐒𝐭𝐞𝐥𝐥𝐚𝐫 𝐂𝐗 Wildgrain's retention rate is at 97%—that's how well they know their customers. 👏 In this episode of The Peak Experience podcast, CEO Ismail Sahi breaks down why investing in customer support is their marketing strategy. Spoiler: It's cheaper and more effective than chasing new customers! Hear the full conversation with Ismail and Peak Support's Hannah Steiman on customer retention, subscription models, and why existing customers are their secret sauce for growth. 🎧 Listen now! https://lnkd.in/gQYSbm2X #CustomerRetention #SubscriptionEconomy #CXMatters #PeakSupportPodcast

The average CSAT rate for customer service in 2024 is 80%. But is it good enough?🤔   Customer service satisfaction is the ultimate differentiator for businesses. Happy customers tend to be repeat customers. The challenge for companies now is to exceed that average 80% CSAT rating. But how?   Try these simple steps that you can do to improve your CSAT rating: 💡𝐒𝐞𝐩𝐚𝐫𝐚𝐭𝐞 "𝐚𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞" 𝐚𝐧𝐝 “𝐮𝐧𝐚𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞” 𝐫𝐞𝐯𝐢𝐞𝐰𝐬 Focus on reviews that are “actionable” – meaning they are tied to support agent behavior. 💡𝐀𝐢𝐦 𝐟𝐨𝐫 𝐚 𝐟𝐚𝐬𝐭 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞 𝐭𝐢𝐦𝐞 Aim for low wait time on chat, fast response times on email, and a high service level on phone. 💡𝐃𝐢𝐠 𝐢𝐧𝐭𝐨 𝐞𝐯𝐞𝐫𝐲 𝐃𝐒𝐀𝐓 We helped improve a client's CSAT rating from 91% to 94% by asking our QA team to look at poorly reviewed interactions to deduce the reason. 💡𝐀𝐧𝐬𝐰𝐞𝐫 𝐪𝐮𝐢𝐜𝐤𝐥𝐲 𝐚𝐧𝐝 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐈𝐕𝐑  Answering as quickly as possible and implementing AI-powered IVR systems that interact with customers in a natural way are also essential for customer satisfaction.   Read our blog now (link in the comments) to discover the benchmarks for the best, worst, and average CSAT for customer service in 2024. #CustomerService #KPI #CX #Tips

Hiring great SaaS tech support agents can feel like a puzzle, right? 🎯 Finding the right talent isn’t just about throwing up a job post and waiting for the perfect candidate to roll in. With so many people competing for top talent, you have to get a bit creative. In our latest blog, we dive into 5 unique tips for attracting awesome SaaS support agents. Here’s a sneak peek at what you’ll find: 💡 Think outside the usual job boards—places like Upwork and even Instagram can be goldmines for talent. 💡 Ask the right questions in your applications to understand how candidates handle real customer issues. 💡 Streamline your interviews to make the process smooth and effective for everyone involved. 💡 Role plays can be a game changer—they let you see how candidates respond to real-world challenges on the spot. If you’re ready to shake up your hiring game, check out the full blog for more insights! 🌟 #SaaSSupport #HiringMadeEasy #CustomerService #PeakSupport #BPO

🎯 𝐈𝐟 𝐲𝐨𝐮 𝐠𝐞𝐭 𝐲𝐨𝐮𝐫 𝐡𝐨𝐥𝐢𝐝𝐚𝐲 𝐟𝐨𝐫𝐞𝐜𝐚𝐬𝐭 𝐰𝐫𝐨𝐧𝐠 𝐭𝐡𝐢𝐬 𝐲𝐞𝐚𝐫... 𝐰𝐞𝐥𝐥, 𝐥𝐞𝐭’𝐬 𝐣𝐮𝐬𝐭 𝐬𝐚𝐲 𝐲𝐨𝐮 𝐬𝐡𝐨𝐮𝐥𝐝𝐧’𝐭 𝐠𝐞𝐭 𝐢𝐭 𝐰𝐫𝐨𝐧𝐠. This holiday shopping season is only 3.5 weeks long—so it’s not just about hiring the right number of agents. You also need to plan for how your 𝐭𝐞𝐜𝐡 𝐬𝐭𝐚𝐜𝐤 will handle the surge. If your support ticket volume spikes and your CX platforms aren’t ready to scale, you could face unexpected costs or even system overloads—leaving your customers waiting. Chris de Jong, VP of Customer Experience at Gorgias, explains in the latest episode of The Peak Experience that 𝐭𝐞𝐜𝐡 𝐜𝐨𝐬𝐭𝐬 𝐜𝐚𝐧 𝐛𝐞 𝐭𝐡𝐞 𝐡𝐢𝐝𝐝𝐞𝐧 𝐟𝐚𝐜𝐭𝐨𝐫 in your holiday planning. While you’re forecasting staffing and inventory, don’t forget about the 𝐬𝐜𝐚𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐨𝐟 𝐲𝐨𝐮𝐫 𝐭𝐨𝐨𝐥𝐬. A sudden increase in tickets can drive up costs if you’re not prepared, especially with seat-based or volume-based platforms. 💡 Chris’s advice? Get ahead of your tech spend. Review contracts, evaluate usage limits, and optimize your systems before the holiday rush hits. Being proactive now will save you headaches—and dollars—later. Tune in to hear Chris’s full breakdown and how you can optimize your customer experience during the busiest time of the year! 🎧 #HolidayPlanning #TechOptimization #CustomerExperience #PeakSupport #Gorgias #BPO #CXPlatforms #Podcast 

📣 Peak Support is hiring a Database Administrator! 📣 Join Peak Support and become a part of a company with one of the BEST Glassdoor ratings and a culture that’s all about growth, collaboration, and fun.✨ We're looking for a skilled database administrator to join our dynamic team and help us optimize, secure, and manage our databases like a pro.💻 Is this you? Click the link NOW to apply. https://hubs.ly/Q02TQ8FH0 Interested in something else? Other exciting job openings await on our website.💼📈 #NowHiring #DatabaseAdministrator #CareerOpportunities #TechJobs #JoinOurTeam

🌟 Transforming Customer Service Training at Peak Support! 🌟 In our latest episode of The Peak Experience, we dive deep into the essence of effective remote training with our very own Hannah Clark Steiman, President of Peak Support, alongside expert guests Louella Alagan, Training and Quality Director and Lizzy Yee, Learning and Development Senior Manager. 𝐊𝐞𝐲 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐲𝐨𝐮 𝐰𝐨𝐧'𝐭 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐦𝐢𝐬𝐬: 1️⃣ 𝐄𝐧𝐠𝐚𝐠𝐢𝐧𝐠 𝐖𝐨𝐫𝐤𝐬𝐡𝐨𝐩𝐬: Move beyond standard training—create interactive sessions that empower agents with critical thinking and empathy.  2️⃣ 𝐅𝐨𝐬𝐭𝐞𝐫𝐢𝐧𝐠 𝐒𝐞𝐥𝐟-𝐑𝐞𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧: Help agents recognize their pivotal role in enhancing customer satisfaction.  3️⃣ 𝐇𝐢𝐫𝐢𝐧𝐠 𝐟𝐨𝐫 𝐇𝐞𝐚𝐫𝐭: Build a team driven by genuine care for customer experiences, not just transactional support. 🎧 Ready to elevate your customer service approach? Tune in now for actionable strategies that drive success! #PeakSupport #ThePeakExperience #CustomerSupport #Training #BPO #EmployeeEngagement

𝐋𝐞𝐭’𝐬 𝐓𝐚𝐥𝐤 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: 𝐁𝐞𝐜𝐚𝐮𝐬𝐞 𝐁𝐚𝐬𝐢𝐜 𝐖𝐨𝐧'𝐭 𝐂𝐮𝐭 𝐈𝐭!🚀 In customer service, personalization is the secret sauce that turns mundane interactions into meaningful connections. When businesses address customers by name and tailor solutions to their unique needs, they’re not just assisting—they’re making customers feel truly valued. And let’s be honest: who doesn’t love that special treatment? ✨ When businesses:  ✅Address customers by name  ✅Customize macros  ✅Tailor solutions to customers’ unique needs They’re not just assisting—they’re making customers feel truly valued. And let’s be honest: who doesn’t love that special treatment? ✨ This kind of personalization isn’t just a nice touch; it’s essential! With the right tech, creating personalized experiences is totally achievable. 🎉 Let’s dive into the concept of “bids,” introduced by the Gottman Institute, which emphasizes the importance of connection. A bid is a request to engage, and when businesses pick up on these bids, they deepen their relationships. For instance, Feast & Fettle demonstrated active listening when a member mentioned ordering extra food for a friend’s child in the hospital. They stepped in to offer free meals for the child. As Carlos Ventura Jr. wisely puts it, “It’s hard to put a value on that, but it creates a snowball effect on the brand. People start talking about you differently.” So, are you ready to make personalization the cornerstone of your customer experience strategy? In today’s discerning marketplace, it’s not just a luxury—it’s a necessity! 💖 Read the full article now. You can find the link in the comments.👇 #CustomerExperience #Personalization #BrandBuilding #CustomerLoyalty #PeakSupport #HandcraftedConnection