Case Study: American Exchange Group delivers first-class technical support with Peak Support

American Exchange Group boosts CSAT to 96% with Peak Support

American Exchange Group, a provider of iTouch brand smartwatches and wearables, faced significant challenges with their previous customer support partner, including poor management, missed metrics, and agents who were not properly trained to handle technical troubleshooting. They needed a partner like Peak Support who could provide first-class, tech-savvy customer service to match their products' complexity and their presence in major retailers.

By partnering with Peak Support, American Exchange Group gained a data-driven team that became an extension of their own. The solution focused on rigorous training and trend-spotting for technical issues. The results were substantial: SLA goals were consistently met, the CSAT score jumped from 60% to 96%, and the company saw a 300% increase in e-commerce sales, showcasing the measurable impact of Peak Support's services.

American Exchange Group