[Hark] was like a no-brainer. I’d been chasing a solution like this for years—Hark solved a problem I didn’t even realize had a fix.
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Jessica-Rose Garcia
Head of CX
[Hark] was like a no-brainer. I’d been chasing a solution like this for years—Hark solved a problem I didn’t even realize had a fix.
OneSkin is redefining skincare with their patented peptide OS-01, targeting cellular senescence — the “zombie” cells that accelerate aging.
They run on science. Precision. Proof.
But their Voice of Customer program? Running a bit behind.
Even with a high-touch support team, insight was getting stuck — inconsistent tagging (IYKYK), feedback scattered across tools that didn’t talk to each other, and real customer context missing from email threads.
That’s why they implemented Hark, and let AI do its thing: consolidating and analyzing feedback, made better with voice and video context to fully see (and hear!) what customers were saying.
When refill complaints started trickling in, OneSkin’s CX Lead (Jessica-Rose Garcia) had a gut feeling something deeper was going on.
For three months, she tried to build the case for Leadership:
She just couldn’t pinpoint the underlying issue. So it stalled internally.
Then Hark came in.
Instead of digging manually, Hark’s AI analyzed feedback across tickets, reviews, and Shopify data, automatically surfacing the insight narrative.
Within 30 minutes, she had it — the pattern, the customer context, the confirmed root cause.
“I was literally in tears. Hark pinpointed the exact issue we’d spent three months chasing in just half an hour.” - Jessica-Rose Garcia, Head of CX
And the context was the game-changer.
This wasn’t just a “refill issue.” It was customers with arthritis struggling to open and refill the packaging. Something you could see and hear directly in their video and voice feedback.
With proof in hand — both human and data-backed — the team acted fast.
Soon after, Hark surfaced another alert around bottle pump feedback.
But it wasn’t just another tagged ticket. Through Hark’s video and voice feedback, the team could see and hear customers struggling with the pump.
Pre-Hark, this would have meant months of spreadsheets, manual digging, and internal debate.
But this time was different. Jessica and her CX team flagged the pattern fast and validated the root cause with undeniable customer context.
“It’s not just about surfacing data. Hark helps unite teams around the right data so we can solve real problems, faster.” - Jessica-Rose Garcia
Cross-functional teams moved immediately, escalating and implementing a fix with their pump manufacturer.
The result:
Most brands collect feedback. Few operationalize it.
This wasn’t just better reporting. It was a Voice of Customer transformation.
“It’s amazing to have a partner that truly advocates for your business. I can’t count how many times I’ve said, ‘I have an idea,’ and the Hark team helped make it real.”
OneSkin went from months of trying to prove an issue… to fixing them in minutes — before they cost customers and six figures in revenue.
For a brand built on science, guesswork isn’t an option.
Feedback stopped being something they collected. It became something the whole org could act on every single day.
Discover how Hark can revolutionize your customer experience.
Real-world impact and outcomes of brands that harnessed the power of Hark for customer support transformation.
