Case Study: Wildgrain maintains 97% CSAT with Peak Support

Wildgrain maintains 97% CSAT with Peak Support

Wildgrain, a bake-from-frozen subscription box service, faced a significant challenge in scaling its customer support to match its rapid growth. The company's Vice President of Marketing was handling all member support single-handedly, which became unsustainable and took focus away from other critical business areas. To address this, Wildgrain partnered with the outsourcing vendor Peak Support for a comprehensive customer service solution.

Peak Support implemented a team to handle Wildgrain's email, social media, and member retention efforts. The solution was scaled from an initial agent to a team of 34, all trained to match the brand's voice. This partnership with Peak Support yielded impressive results, including the maintenance of a 97.6% customer satisfaction score across over 60,000 support tickets and a 45% save rate on membership cancellations. These efforts contributed to a 60% reduction in Wildgrain's overall member churn rate since its launch.

Wildgrain