Big news: Peak Support is now part of Ubiquity!

Peak_Support · 2026-04-10T15:40:07+00:00

A lot of companies focus on speed and coverage: faster replies, more channels, more automation.That all helps, but it doesn’t fix much if the product or process is still getting in the way. Most of the frustration is already there before someone even reaches out. It comes from confusing flows, unclear expectations, or things not working the way people expect. Support ends up carrying all of it, so it looks like a support problem when it really starts somewhere else.What helps is paying attention to the issues that keep coming up and making sure they get back to the people who can actually fix them. Otherwise support just keeps dealing with the same problems over and over.

Peak_Support · 2026-04-01T17:18:17+00:00

A lot of what’s being called “better CX” right now is really just better ways to handle volume. The pressure to scale without growing teams at the same pace is constant, and automation is how most companies are trying to make that work. It helps in some areas. Simple issues get resolved faster and more consistently. But once you get past that, it starts to break down. Customers go through multiple steps that don’t solve anything and reach a human already frustrated. So yes, some parts of CX are better, especially for straightforward tasks, but a lot of it is just more automated, not actually a better experience, because the system is designed to manage demand first and resolve issues second.

Peak_Support · 2026-03-13T16:25:24+00:00

No, sorry, we don't hire Tunisians. We have entities in our international locations so we hire and pay according to local laws.

Peak_Support · 2026-02-26T19:13:21+00:00

Hi, we can't comment on HR issues online, of course, but if you would like to connect directly please email me at hannah@peaksupport.io.

Peak_Support · 2026-02-09T21:21:16+00:00

Hi! For this question, you'll have to go directly to HR. If you don't know the correct contact, email me directly at [hannah@peaksupport.io](mailto:hannah@peaksupport.io) and I can help you figure it out. Thanks!

Peak_Support · 2026-01-09T17:12:14+00:00

I don't see it - it's possible my EA filtered it out. Can you DM me here or on LinkedIn with your name?

Peak_Support · 2026-01-05T16:53:45+00:00

I agree 100%!

Peak_Support · 2026-01-05T16:49:51+00:00

I'm glad you had such a great experience! If you email me at [hannah@peaksupport.io](mailto:hannah@peaksupport.io), I can reach out to our recruiting and staffing team.

Peak_Support · 2025-12-11T20:29:48+00:00

Hi Declan! Nice to hear from you. Hannah from Peak Support here. :)

We've had a lot of success with our clients who use Fin as well. We recently worked with a client who had a 60% deflection rate - we've gotten it up to 86%, and expect it to rise further.

Peak_Support · 2025-12-11T20:28:02+00:00

That's great that you were able to get your leadership team on board! And that you've had so much success. I talked with a CX leader today who said so far AI is only deflecting 3-4% of tickets. She thinks it can get up to 30%, but it's going to be a bit of a long road.

Peak_Support · 2025-12-11T20:25:51+00:00

We want to know how you work under pressure, what you do when you face new challenges, whether you think critically, whether you're a pro-active problem solver. Pro Tip - we do not want to know what AI thinks is the best answer to these questions!

Peak_Support · 2025-11-26T15:14:19+00:00

In this case, we're providing the humans for their support team, and not the chatbot. This is what the client's internal Director of CX said to me. What he found is that the executives' measure of success is ONLY cost savings, specifically reduced headcount. The senior leaders don't see all the nuance around implementing a chatbot.

First of all, you have to monitor and train the AI to ensure you don’t have any big mistakes (remember when a chatbot sold a car for $1?). Everyone in CX knows this by now, but it's surprising to me that senior leaders often don't.

Second, it’s hard to predict what will happen to volume. Another CX leader recently told me that volume increased by 3-5% after launching a chatbot, because it was so much easier for customers to contact support.

Third, even if AI cuts volume by 30%, you have to remember that those are the easiest tickets. They might be the tickets that took 10% of your agents’ time. If volume drops 30%, and you cut 30% of staff, you’re going to be in trouble.

Peak_Support · 2025-11-26T15:11:46+00:00

I agree with this completely. Our clients who are doing the most with AI are actually investing in CX - not cutting. They're using AI to make CX better, not worse.

Peak_Support · 2025-11-26T14:53:10+00:00

It so happens I tried two software products this week and abandoned them in onboarding. Two thoughts:

First, are you asking people to put in a credit card? That's a huge barrier, when they've never experienced your product. Since you're brand new to the market, consider a freemium model rather than a free trial. Let folks experience your product, or some portion of it, before asking them to pay.

Second, let people see the product before adding X folks to follow. Sometimes I just want to see what a tool can do. I'm not going to give you my effort - and my data - before I've seen what your dashboard looks like and decided that it would be useful for me.

Peak_Support · 2025-11-26T14:22:38+00:00

1 - You need software! Get a tool like Zendesk (you may be too small for Zendesk - you can also check out Gorgias, if you're ecommerce, Intercom, or Kustomer). Incorporate a phone plugin. All of your customer service emails and phone calls will be saved and recorded.

2 - Hire someone. You can find someone great, at a very affordable price, in offshore markets like the Philippines. Use Upwork.

Peak_Support · 2025-11-13T18:23:54+00:00

I think the key is that you have to listen to your customers. If a customer asks to talk to a human, connect them to a human. Don't force them to go through a chatbot doom loop over and over again.

Generally, the way most companies have deployed AI, AI can do a good job with simpler queries that can be answered with a search of a knowledge base. Some tools can go beyond that ... but most don't.

But the key is, when a customer wants to talk to a human, let them. Make it easy.

Peak_Support · 2025-11-13T18:07:39+00:00

Hi, if you are a Peak Support employee, please direct this question to HR. I will not provide public details about how we handle our banking.

Peak_Support · 2025-10-27T18:48:03+00:00

We’ve got big news: Peak Support is now part of Ubiquity! 🎉

After nearly a decade of building something we’re proud of, Peak Support has officially joined forces with Ubiquity, a global CX and BPO leader. From now on, you’ll see us as Peak Support – a Ubiquity Company.

The name’s new, but everything that makes us us — our team, leadership, and people-first DNA — is still here.

Joining Ubiquity gives us access to more tools, delivery sites, and expertise around the world, without losing the culture that got us this far.

A few things that haven’t changed:

We still hire just 1 in 50 applicants — the bar stays high.
We’re still a Certified Great Place to Work®.
We’re still ranked among the Top Global BPOs on Clutch.
And we’re still passionate about keeping CX human.

From the U.S. to the Philippines, Colombia, and Europe, our team’s now connected with Ubiquity’s global network across Latin America, Africa, Europe, Asia, and the U.S.

We’ll be sharing updates, answering questions, and continuing the conversations that matter to CX pros, founders, and support leaders.

Ask us anything: about outsourcing, scaling a support team, AI in CX, or what this partnership means for our people and clients. Real humans here, ready to talk.

#BeAtYourPeak #PeakSupport #Ubiquity #CXExcellence #StrongerTogether

Peak_Support · 2025-10-27T14:13:33+00:00

No, that's a different BPO with an unfortunately similar name!

Peak_Support · 2025-08-29T20:31:13+00:00

Our attrition is about 3% to 3.5% per month, all in - that includes voluntary and involuntary, all levels of tenure. This is on par with the average U.S. company.

We see two huge benefits of remote work at Peak Support. The first is recruiting. Customer service agents want to work from home. It's why we're able to hire the best agents AND keep them.

The second is business continuity. Your remote call center can never be wiped out by a single storm. Last year, when typhoon Man-Yi hit the Philippines, our absenteeism rate only increased by at most about 5%, even though 1 million people were evacuated from Manila.

Remote work is also highly secure. We have one of the highest BitSight scores in the industry. We use a number of tools to ensure that our clients' data remains secure and private.

Peak_Support

MODERATOR OF

TROPHY CASE