Success Stories with Hark

HexClad, a cookware company used by Gordon Ramsay, implemented Hark, a customer service platform that uses video and audio messages, to improve their customer experience. HexClad saw a 79% improvement in resolution time, 28% decrease in reply count, 53% increase in one-touch resolution, and 77% decrease in reopen rate. Customers liked the ease of use and HexClad agents liked the richer data they received. Overall, HexClad's customer service improved dramatically.

Darn Tough adopted Hark as their primary customer support intake portal, strategically replacing traditional channels like email and form, and deflecting from live support. This shift aligned with their goal of making customers still feel heard while providing unparalleled post-sale customer service.

Road Runner Scooters adopted Hark as their primary customer support intake portal, replacing their phone channel and optimizing their communication process. All inquiries, including emails, were redirected through Hark into their helpdesk. This strategic shift aligned with their aspiration to offer the best post-sale customer service in the industry.

Branch Furniture tried Hark's platform vs. phones for Customer Generated Content. Hark was cost-effective and boosted resolutions by 166%, with 29% faster response time!

Using Hark, Pura Vida gathered customer context upfront, reducing replies per ticket by 28% and achieving 181% higher one-touch resolution.

Meridian's warranty process frustrated customers leading to 7+ touch points. Hark's solution delivered upfront context to streamline claims, boosting CSAT to 5, achieving 26.3% more one-touch resolutions, and cut costs by 43%.