Case Study
Public Rec
How an overnight cult brand delivered an
exceptional customer experience
“You won’t regret the decision to hire Peak Support. Their team members in the Philippines are world-class experts in customer support. They are flexible and really willing to work with you and help you scale up or down, depending on what’s needed during that time. They’re constantly thinking about forecasting. They’re not just support, they’re strategic partners.”
Zach Goldstein, Co-Founder, Public Rec
Challenge
Solution
The Early Days vs. Today
“When I was considering outsourcing my customer support, I was worried that no company could respond as fast as I did, or answer with the same tone of voice, but Peak Support learned the business very quickly.”
At the start of the partnership, Goldstein and Peak Support set a broad goal of covering every ticket within 24 hours. Peak Support also had an internal goal of reaching a CSAT score of 88% or higher. The benchmark for this industry was 85%, and Peak Support aimed to surpass that. Several years later, the numbers continue to speak for themselves.
| 2017 | 2023 | |
|---|---|---|
| Channels | Email only | Email, phone, chat, & social media (Chatbot implemented) |
| # of Products | 5 | Down to 50 due to the sunset of the Women's line |
| Avg. Tickets per Month | 300 | 2900 (avg volume went down when we implemented deflection strategies and when we cutover to Zendesk where we were able to do more automations. |
| # of Support Agents | 2 | 7 for the Core team (outside of BFCM Peak Season) Goes up to 12 during BFCM. Forecasting strategies were also improved allowing us to plan for the seasonality better. BFCM growth are from seasonal hires. |
| Avg. CSAT Score | Not tracked | 90% (shifted from a 1-5 scoring system to good/bad after transition to Zendesk) |
| Avg. First Response Time | Not tracked | 90% (shifted from a 1-5 scoring system to good/bad after transition to Zendesk) |
The Changes That Made All the Difference
As Peak Support got to know Public Rec’s business and customers more, they started to implement changes that ended up significantly boosting the quality and efficiency of Public Rec’s support operation.
By integrating a reporting dashboard, and designing a custom Excel model for staffing and ticket forecasting, Peak Support was able to better track the team’s performance, drive improvements, and plan for the future.
They also added additional channels of support such as:
- Inbound & Outbound Calls: AirCall
- Social: Kustomer (Instagram, Facebook, Twitter)
- Product Review: Trustpilot and Yotpo
- Help Center: Kustomer
Turning “Lookers Into Buyers” That Keep Coming Back
A major challenge of any company is customer retention. With the help of Peak Support, Public Rec saw significant customer loyalty. Says Goldstein:
“The customer experience and customer support is how we keep customers coming back and how we convert them from lookers to buyers. It’s an integral part of our business. We constantly hear how great the support team is and how happy they are with the support, and that stuff really matters. It gives comfort to people who are otherwise shopping from a newer brand.” – Goldstein
Just take a look at what some of Public Rec’s customers are saying…
“Beyond any expectations, went the extra mile! Unbelievable support and product.”
“I like your pants a lot and with customer service like this you could very easily have a customer for life!!”
“Amazing turn around time with the reply and the action. Also…the person, Marichel, might have been the most efficient yet friendly support rep I have dealt with.”
“Amazing customer service. Quick, accommodating, courteous, and hard-working. I got what I had hoped would happen. Thank you!”
A True Partner
“You won’t regret the decision to hire Peak Support. Their team members in the Philippines are world-class experts in customer support. They are flexible and really willing to work with you and help you scale up or down, depending on what’s needed during that time. They’re constantly thinking about forecasting. They’re not just support, they’re strategic partners.”
Today, Public Rec has 20-25 employees, and Goldstein is hands off when it comes to managing the customer support team. Mollie Brennan, Chief of Staff, serves as Peak Support’s primary point of contact and manages the partnership in an effort to build and lead the next billion-dollar apparel brand.
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