Peak Support Reviews & Provider Details

I use Peak Support for outsourced customer service, and my rep handles my customer communications, which saves me a ton of time. Peak Support takes care of hiring, training, and vetting, along with the legal, financial, and compliance side of having employees. I’ve received high-quality reps who speak and write English well, understand my customers, and are enthusiastic about my business. My rep is consistent, shows up with a positive attitude, and actively helps customers throughout the day. Customers now get replies within the hour, and most replies are handled within three hours or less. My customer service surveys show a 95% positive approval rating over two years and thousands of support tickets. I value having a real person who understands customers’ needs. During a stressful migration of more than 5,000 customers, my rep handled customer support while I focused on important decisions, which helped speed up the migration, reduce my anxiety, and reduce churn. She’s also helping me launch a new product and keep customers happy. I appreciated Peak Support’s professionalism from the start: there was no hard sell, and they focused on my satisfaction and on building a good long-term relationship. Review collected by and hosted on G2.com.

An easier way to pay by bank transfer, with an automated online banking system instead of manually connecting a bank account. Their old autopay portal went away after they were acquired, though the team helped me set up another option right away, so it was just a minor hiccup. Review collected by and hosted on G2.com.

The manager Robbie is top notch. He is very knowledgeable on our processes and has trained his team very well. The project coordinators that are used are top notch and I would personally consider them more capable than many of our own in house employees. Review collected by and hosted on G2.com.

The base knowledge of our industry is low. This can create some hardships but overall team members are open to learning and take time to learn. Accents can sometimes be a bit of downside when speaking with some of the providers or clients. Review collected by and hosted on G2.com.

What I like best about Peak Support is how easy they are to work with. The communication is personal, responsive, and professional, and I never felt like I was just another client. They were genuinely invested in making sure we had a good experience and that the person we brought onto our team was a good fit. Review collected by and hosted on G2.com.

Honestly, I haven’t had any significant issues with Peak Support. The process has been straightforward, communication has been consistent, and our experience has been very positive overall. If anything, I would just love to see more opportunities to work with them in the future. Review collected by and hosted on G2.com.

I really appreciate having a designated team at Peak Support that feels like they're part of our company. It's been fantastic to have a trained staff dedicated to us. Working with them is easy, and it's greatly beneficial as it allows us to focus on other things while still providing excellent service to our customers quickly. They also provide great reporting and feedback, which has been very positive. Plus, they're proficient in using Gorgias, ensuring all tickets are handled effectively. Review collected by and hosted on G2.com.

One area where Peak Support could improve is in their weekly meetings with our main contact. These sessions are currently focused on KPIs that we can already access through Gorgias analytics. It would be more beneficial if these meetings were tailored to provide insights that aren't readily available to us. We need more details on common customer themes, annoyances, praise, and trends that those handling our tickets observe, rather than just focusing on data and KPIs. Review collected by and hosted on G2.com.

The people and how closely they work with us. The team feels like an extension of Wildgrain, and I appreciate how open they are to feedback and willing to adapt as our needs change! Review collected by and hosted on G2.com.

No major dislikes. Whenever something needs attention or we spot an opportunity to improve, the team is open to feedback and works with us to make things better. That’s made it easy to work through any challenges together. Review collected by and hosted on G2.com.

What I find most helpful is having the Peak Support advocates available to assist with any inquiries. Review collected by and hosted on G2.com.

At times, communication about advocates’ time off hasn’t been the best. However, this has gotten better. Review collected by and hosted on G2.com.

Peak Support is just as invested in our success as we are. That means our problems become their problems, and they dig in with us to help solve them. It also means they share in our wins, too. Review collected by and hosted on G2.com.

There’s nothing I dislike about Peak Support. Review collected by and hosted on G2.com.

How involved Peak management is with aligning with our priorities. Review collected by and hosted on G2.com.

This is not a Peak specific problem, it is an industry related problem: agents lack critical thinking skills, and that has been difficult to mitigate with team training. Review collected by and hosted on G2.com.

Peak Support feels like an extension of our internal team. I appreciate how collaborative and receptive to feedback they are, especially as our processes and priorities evolve. Having a dedicated team supporting our members helps us manage volume while staying focused on improving the member experience. Review collected by and hosted on G2.com.

I really can't think of anything at this time. Review collected by and hosted on G2.com.

Peak offers flexible staffing and quick onboarding/offboarding timeframes. Team members are professional and attentive and learn quickly. Review collected by and hosted on G2.com.

We have seen a couple instances come up where agents have deviated from our training materials. While the team members were acting in the best interest in the customer, it wasn't apparent at the time and required investigation from our team. Review collected by and hosted on G2.com.