Case Study: Upside reduces fraud response times with Peak Support

Upside cuts average handle time by 53.3% with Peak Support

Upside, a cash back app, faced a significant challenge combating various forms of fraud on its platform, which threatened user security and trust. To address this ever-shifting threat, Upside partnered with the vendor Peak Support to manage its Trust & Safety operations and fraud prevention.

Peak Support implemented a dedicated team and provided expert recommendations, developing dozens of macros and new processes to swiftly address fraud. This solution delivered substantial results, including a 53.3% reduction in Average Handle Time and a 38.2% reduction in First Response Time. The partnership with Peak Support also ensured consistently high QA scores above 99% and improved customer satisfaction from legitimate users who were accidentally flagged.

Upside