Case Study: American Exchange Group achieves 96% CSAT with Peak Support

How a tech wearable brand provides first-class technical support

The customer, American Exchange Group, a provider of iTouch smartwatches, faced significant customer support challenges with its previous partner. Issues included poor management resulting in missed metrics, a lack of properly trained agents to handle technical troubleshooting, and major communication barriers. They needed a tech-savvy support vendor, Peak Support, to deliver first-class assistance for their wearable products.

Peak Support implemented a tailored, data-driven solution, quickly onboarding and training their agents to become an extension of the customer's team. The results were transformative: the company achieved a 100% success rate on all SLAs, saw its customer satisfaction (CSAT) score soar from 60% to 96%, and experienced a 300% increase in e-commerce sales, establishing a highly successful and strategic partnership.

American Exchange Group

Devin VanderMaas

Vice President Advertising and Marketing