OneSkin is redefining skin health with a longevity-first approach. Their patented peptide OS-01 targets cellular senescence, those “zombie” cells that accelerate ageing and therefore help users maintain stronger, healthier skin for longer. As a brand that thrives on scientific rigor and customer trust, OneSkin needed a better way to understand what customers were saying and why.
Despite a high-touch approach to support, the team struggled to surface deeper insights from fragmented feedback. Data lived in silos, tagging was inconsistent, and valuable context was often buried in email threads or overlooked entirely.
For a company pushing the boundaries of innovation, this old-school way of managing feedback just didn’t fit.
Before Hark, OneSkin used traditional help desk tools and manual tagging to analyze feedback. The process was functional but had its flaws.
The Head of Support knew something had to change. They’d used Hark at a previous company and instantly saw the potential to bring deeper insight and faster resolution to OneSkin.
“It 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.”
Partnering with Hark gave OneSkin a smarter way to manage feedback across their ecosystem.
Hark made it easy for customers to record quick videos or voice clips, eliminating email ambiguity and speeding up ticket resolution. Meanwhile, Hark’s AI-powered summaries offered the team instant clarity, especially in identifying patterns or underlying issues.
When OneSkin’s refill system drew sporadic complaints, the support team suspected a deeper usability issue. It had taken months of digging and internal persuasion to raise it. But with Hark in place, that same hypothesis was validated in 30 minutes.
“I was literally in tears. Hark pinpointed the exact issue we’d spent three months chasing in just half an hour.”
With Hark embedded in their VOC workflows, OneSkin didn’t just collect feedback—they acted on it. When a second pump-related issue emerged, the team used Hark to confirm the root cause, presented it to leadership, and rolled out a fix with their manufacturer. No lengthy testing cycles. No internal debates.
From support to product to C-suite, teams now rely on Hark as a single source of truth. The clarity and trust it provides makes decision-making faster and more collaborative.
“It’s not just about surfacing data. Hark helps unite teams around the right data so we can solve real problems, faster.”
“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 me make it real. I’ve never been told no.”
OneSkin gained a team that understood their mission. The Hark team embedded deeply, supported big ideas, and iterated fast.
“They’re not just product people. They care deeply. You can feel that in how they show up for you.”
OneSkin’s story shows what happens when feedback stops being reactive and starts driving action. Let Hark show you how fast, contextual, and actionable it can be.
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.
