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

The Community Company boosts CSAT to 97% with Peak Support

The Community Company, a global community building company, was experiencing rapid growth that strained its in-house customer support team. The increasing volume of repetitive FAQ-type requests was preventing them from focusing on higher-level support, and the HR burden of hiring more staff was costly and time-consuming. They sought a scalable solution and partnered with customer support vendor Peak Support.

Peak Support implemented a dedicated team to manage all live chat and email support, along with several back-office tasks. This allowed The Community Company's internal team to focus on strategic retention work. The results were highly measurable: monthly ticket volume nearly doubled within a year while only requiring one additional agent, and customer satisfaction scores consistently reached an astounding 97%, significantly above the industry average.

The Community Company