Case Study: The Community Company scales customer support with Peak Support

How a global community building company scaled its customer service

The Community Company, a business services company that builds professional communities, faced a challenge scaling its customer support. Their rapid growth led to an overwhelming volume of repetitive requests, which prevented their in-house team from focusing on higher-level strategic work. The high cost and HR burden of hiring more internal staff was unsustainable, leading them to seek a scalable, outsourced solution with Peak Support.

Peak Support implemented a comprehensive solution, taking over all email and chat support and introducing key customer service KPIs and a new software platform, Zendesk. This allowed the in-house team to focus on retention while Peak Support handled the growing volume efficiently. The results were significant: monthly ticket volume doubled without a proportional increase in agents, and customer satisfaction scores soared to a consistently high 97%, far exceeding the industry average.

The Community Company

Ryan Paugh

Co-Founder and Chief Operating Officer