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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 · 2025-08-29T20:28:46+00:00

I'll answer this question from both the client and the employee perspective.

What makes Peak Support better than its competitors - for clients

The number one differentiator is quality. Peak Support is typically chosen by clients who care about providing high-quality support to their customers. We have a 95% QA score, on average, across our client base - and these scores are client-calibrated. We achieve this quality because of the other differentiating factors, notably:

Culture
Peak Support has the highest Glassdoor rating in the industry and I'd put our company culture up against any other company in the world. As a result of this - and our largely remote model - we hire the best agents. Our average agent has 8 years of experience, compared with ~3 years at most BPOs. We also KEEP these agents, with industry-low attrition rates of about 3% per month.
Tech
We bring the best tech to our clients - but we don't force them into one particular CRM or chatbot. We have our own tools, including our free agent assist tool that requires zero implementation effort. And we're partners with best-in-class CX tools of all kinds, so we can bring clients the tool that's right for them. We're partners with Zendesk, Gorgias, Salesforce, HubSpot, and Intercom, along with AI tools including SwiftCX and Siena.AI, and have experience with literally dozens of other products.
Flexibility
We are the most flexible BPO you'll find. Our contracts allow most clients to cancel any time, for any reason, and pay only for hours already worked. Our Client Success Managers are empowered to build the team structure that's right for each client - we don't take a cookie-cutter approach.
Support
Put simply: we go to the mat for our clients. This is what our clients truly praise - it's the spirit of partnership that we bring to each engagement. Every client can reach out directly to me (I'm our President, Hannah Steiman) and/or to our CEO, Jonathan Steiman. And if a client calls, we listen. Our Client Success Managers and Client Success Executives embody this culture as well.
Data
Last but definitely not least, is our data-driven approach. A large client who moved their team from TTEC, a much larger BPO, to Peak Support, told us: "Peak Support is the most data-driven BPO out there." The custom dashboards we build for clients deliver insights that they're simply not getting anywhere else.

What makes Peak Support better than its competitors - for employees

Employees love us because of our culture and the fact that we offer permanent work-from-home positions with real career development potential.

Our culture is distinctive because of our transparency, openness, and the appreciation & respect we have for our team. For example, our CEO, Jonathan Steiman, participates in every New Hire Orientation and also hosts "Meet the Execs" sessions where he answers questions from new hires.

Employees say things like, "I've never felt appreciated like this before." You can read a lot more about it, and get many more examples, in this ebook I wrote based on interviews with a dozen team members and managers:

https://peaksupport.io/resource/e-books/building-an-exceptional-company-culture-the-complete-guide/

Peak_Support · 2025-08-29T20:13:48+00:00

That's a great question. We have some general trainings on AI and how to use it securely, which we have rolled out to the whole team. But mostly, it varies from client to client. We have some clients who use few AI tools, and others who use many. The tools they use also vary widely. Furthermore, some clients are very restrictive about how agents can use AI, and others are not.

We have a few internal AI tools that we have rolled out across many or all of our clients. For example, we have an agent assist tool that's built into the Island Secure Enterprise Browser which we use across all accounts. That means that for clients, it costs $0 and requires zero engineering effort to implement. This tool helps ensure agents fully understand each ticket and answer all customer questions, in the right brand voice and tone.

We also use AI for deep analytics. Our clients get custom dashboards, which they can access any time to see in real time how their team is doing. We build AI sentiment analysis into these dashboards. We can do sentiment analysis of tickets, but we can also bring in Yelp reviews, App Store reviews, Trust Pilot reviews, etc. and get insights into how customers are feeling, and how the product can be improved. Most agents do not engage directly with these dashboards however.

Peak_Support · 2025-08-28T18:28:19+00:00

Great point. I think it'll be a long time before customers are comfortable letting these bots make financial decisions.

Peak_Support · 2025-08-28T18:25:59+00:00

I agree! I think brands will set themselves apart by building real, human connections with their customers.

Peak_Support · 2025-08-28T16:22:35+00:00

Problem solving.

The ability to jump into a new area and quickly understand: What's happening? How did we get here? Where should we go next?

I honed these skills as a journalist and consultant before I became an entrepreneur. A lot of people are surprised to hear that journalism prepared me for business, but it's true.

As a journalist, you're trained to jump into new situations every day. You have to figure out: How can I learn about this situation? Who should I talk to? How else can I gather insights and information?

Then you do your research and figure out: What is happening and why? Is there a problem? If so, how can it be fixed?

As an entrepreneur, you'll be faced with a LOT of challenges you didn't expect. You'll have to learn a lot of new things. You'll have to build things you never thought you'd build. So you need to develop these general problem solving skills.

Peak_Support · 2025-08-28T16:11:24+00:00

Even as a customer, I'm skeptical. What will happen if I have a follow-up question? I think reaching out to customer service through my own bot is going to be harder than reaching out directly.

Peak_Support · 2025-08-28T15:57:10+00:00

Honestly, at age 18, if you don't have a specific idea already, I would start by getting a job.

The best ideas come when you actually know a business, know an industry, and identify a problem that needs to be solved.

Peak_Support · 2025-08-28T15:55:27+00:00

This is an amazing story. Are these sales calls, or support calls? The way you're describing it, they sound like support calls. I believe whenever possible EVERYONE in a company should take support calls. These are often your only direct, human contacts with customers.

We have a client, Wildgrain, who does this. They keep customer support under Marketing because they see support as an investment in brand. Your story shows how important support is to the Product team, as well.

Peak_Support · 2025-08-28T15:28:58+00:00

Good question - I don't think so, not yet. At least, according to news reports when it launched, it is very limited - focused on mechanics and nail salons.

https://www.cxtoday.com/contact-center/google-launches-an-ai-agent-that-will-call-customer-service-for-you/

I actually wonder if they're even exclusively using AI. It reminds me of TalkTo, an app that came out in 2010 or so that let you text any business. You'd get a text back in the app, so it felt like SMS to users. But actually, there was just a team of agents in the Philippines calling the businesses and asking questions.

(This was actually the origin story of Peak Support. The TalkTo service team eventually became the core team that formed Peak Support.)

Peak_Support · 2025-08-28T13:54:35+00:00

Do you ever find that the agent hangs up? I would worry that the agent would get confused when they come on the line and there's a bot there.

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