CX Is Branding: How Wildgrain Scaled a Beloved Subscription Brand

For Wildgrain, customer experience was never just a support function. It became part of how the brand was experienced, trusted, and remembered.

As Wildgrain scaled its subscription business, the team knew that maintaining warmth, care, and consistency across every customer interaction was essential. With more than 30,000 five-star reviews, their reputation was built on intentional, human-first customer service that could grow alongside the business.

By partnering with Peak Support, Wildgrain built a customer experience operation that functioned as a true extension of their internal team. Long-tenured, embedded agents worked directly inside Wildgrain’s tools and workflows, allowing support to stay closely aligned with the brand as volume and complexity increased.

This case study explores how Wildgrain:

• Made customer experience a defining part of the brand
• Scaled support without losing empathy or consistency
• Retained experienced CX agents who understood the business deeply
• Designed support moments that strengthened trust and loyalty

The result was a CX operation that supported growth while reinforcing what customers already loved about the brand.

At Peak Support, we believe CX is branding. Our teams embed directly with our clients to deliver customer experiences that scale with care, clarity, and intention.