Case Study: Darn Tough Vermont achieves 20% cost savings with Hark

Deeper Customer Understanding and 20% Cost Savings

Darn Tough Vermont, a performance sock company, faced challenges in its customer support operations. Their process for validating customer issues was slow and manual, taking months to complete. Customer feedback was limited to surface-level text, and data was scattered across different tools, leading to internal debates without decisive action. They partnered with Hark to find a more efficient way to deeply understand their customers and improve their service metrics.

By implementing Hark's customer support intake portal, Darn Tough replaced traditional channels and enabled customers to submit rich video and audio messages. This solution provided agents with immediate, contextual insights, allowing them to identify root causes in minutes instead of months. The results for Hark were significant, including a 21% improvement in resolution time, a 20% decrease in cost-per-ticket, and a 47% reduction in ticket reopen rates. Most importantly, Hark provided the company with an entirely new, humanized understanding of their customers.

Darn Tough Vermont

Michelle Zimmer

Customer Service Manager