The Peak Experience

Welcome to The Peak Experience—the podcast from Peak Support, where we dive deep into the strategies that make exceptional customer experiences a reality. 

In this episode, Peak Support’s President, Hannah Steiman, is joined by Samantha Kane, Senior Manager of Vendor Operations at Grow Therapy. Together, they explore the mindset and strategies behind providing outstanding customer support in the mental health care industry. 

Samantha shares how Grow Therapy is making mental health care more accessible by building marketplace that connects clients, providers, and payers. She also discusses how she navigates the challenges of training offshore teams on the complexities of the American healthcare system and how empathy is at the heart of their customer service strategy. From using innovative tools like AI for efficiency to fostering a compassionate support culture, Samantha offers valuable insights into transforming your customer support team. 

Don’t miss this conversation packed with practical advice on how to deliver empathetic and effective customer support in a highly complex industry.

Welcome to The Peak Experience—the podcast from Peak Support, where we dive deep into the strategies that make exceptional customer experiences a reality. 

In this episode, Peak Support’s President, Hannah Steiman, is joined by Stacy Justino, Product Support Manager at PetDesk and formerly Customer Support Manager at Loom and Senior Manager of Customer Support at Big Fish Games. Together, they explore the mindset and strategies behind building a high-performing customer support team in the SaaS industry. 

Stacy shares how she’s shaped customer support teams across multiple companies, emphasizing the importance of curiosity and systems thinking in delivering top-tier service. From scaling support teams to fostering customer loyalty, Stacy’s experience brings actionable insights you can apply to elevate your own support operations. 

Don’t miss this conversation packed with practical advice on transforming your customer support team from reactive to proactive.

How do you handle massive player volumes during game launches? How do you ensure VIP players feel truly valued?

In this episode of The Peak Experience, Hannah Steiman, President of Peak Support, sits down with Stacy Justino, former Senior Manager of Customer Support at Big Fish Games, to explore the challenges and solutions in player support. 

Key takeaways include: 

🎮 Communicating effectively with technical teams to resolve player issues 

🎮 Adapting support strategies during high-stakes game events 

🎮 Building loyalty through responsive, empathetic player interactions 

If you're navigating the complexities of player support in the gaming industry, you can get insights on how to master your VIP CX strategy.

🎧 Listen now to discover actionable ideas for your team. 

In the latest episode of The Peak Experience, Hannah Steiman is joined by Louella Alagan, Training and Quality Director at Peak Support to dive deep into the art of critical thinking in customer service. They discuss how traditional approaches to training often miss the mark by focusing solely on product knowledge, neglecting the foundational skills that truly enhance the customer experience. By cultivating a culture of proactivity and genuine care, customer service teams can transform their interactions into meaningful connections.

Building trust isn’t just a buzzword—it’s the real deal for Direct-to-Consumer or DTC brands. 🎧 In our latest episode, Michael Bair, Founder of Bair Consulting and former head of CX at FIGS, dives into how Direct-to-Consumers companies can leverage direct relationships to build unshakable trust and keep that feedback loop alive.  

Spoiler alert: it takes more than just saying "We’re listening." 🚀 

Michael walks us through setting up that "feedback flywheel"—collecting real-time customer feedback, actually doing something about it, and letting customers know you’re on it. Trust isn’t just earned; it’s a daily process. 

Ready to revamp how you listen to your customers? 🎧 Tune in now to learn how to turn feedback into brand loyalty that lasts. 🔗 

#PeakExperiencePodcast #CustomerTrust #DirectToConsumer

In the podcast, Ismail Salhi, Co-founder and CEO of Wild Grain, emphasized the significance of prioritizing customer experience in their business. He explained that the main differentiator for online brands is the customer experience they provide, and that building trust over time ultimately leads to customer retention.

 "The reason people come back is because of the experience they have and the trust they've built with your service over time," said Salhi. "And that was kind of the starting point of the theory. And then we gained confidence in that theory over time as we were seeing results in investing in customer support."

Salhi also discussed the tangible results they have seen from their focus on customer experience, including impressive retention rates and increased customer order frequencies. He explained that this was achieved through various efforts, such as making their website user-friendly, ensuring prompt and empathetic customer support, and over-delivering on customer expectations.

Tune into "The Peak Experience" Episode 5 featuring Grady Ward, where we delve into the critical topic of designing your product with trust and safety at the forefront. In this insightful discussion, Grady shares his expertise on the importance of integrating robust trust and safety features into product design from the outset.
Learn about the strategies and processes that help create a secure and reliable user experience, ensuring customer confidence and safeguarding your brand's reputation. Join us as we explore how a focus on trust and safety can impact customer satisfaction and contribute to a product's success in the market. Don't miss these valuable insights that could redefine how you approach product design!

Welcome to Peak Experience! Join Hannah Steiman, President of Peak Support, as she chats with Val Amato, Associate Director of Customer Support at Embark. Discover how Embark slashed chat volumes by 75% with proactive chat, driving sales and enhancing customer satisfaction. Tune in to learn how we’re revolutionizing customer support with innovative strategies and cutting-edge solutions!

Declan Ivory, VP of Customer Support at Intercom (a Peak Support partner), implemented Fin, their in-house AI tool, to understand the complete customer experience journey. They’ve improved the journey by keeping their knowledge base up to date, improving chatbot resolution rate, and optimizing the human component to AI implementation – a crucial but often overlooked piece of the puzzle.
 
 

With the help of their Director of Customer Service, Jeremy Hyde, SunCountry Airlines was able to dramatically reduce attrition in recent years. They did this by improving employee engaging, implementing streamlined staffing strategies, and introducing a part-time program. We discuss all of this and more in this episode of The Peak Experience.