Case Study: Pura Vida Bracelets achieves 181% higher one-touch resolution with Hark

Pura Vida sees 181% increase in one-touch resolution with Hark

Pura Vida Bracelets, a seller of hand-crafted jewelry, sought to innovate its customer communication without increasing staffing costs. Their previous attempts with voicemail and SMS were ineffective or too expensive, and they faced challenges with lengthy issue validation and a lack of deep customer insight. They turned to the vendor Hark to address these problems.

By implementing Hark's video and voice feedback platform, Pura Vida enabled customers to provide rich context for their issues before an agent was involved. The solution from Hark analyzed feedback across channels and created a single source of truth. This led to a 28% reduction in average reply count and a remarkable 181% increase in one-touch resolution, saving time and providing valuable insights to other teams.

Pura Vida Bracelets

Dan Brady

Leads Customer Success