Zulay Kitchen is known for spreading joy through kitchen tools that blend quality, affordability, and warmth. Their product line ranges from handheld frothers to citrus juicers, all designed to create ease and fun in everyday cooking. But as the business scaled, so did the complexities of support.
Handling customer feedback efficiently while keeping up with rising volumes became increasingly challenging. Response times stretched, internal collaboration lagged, and customer issues often lacked the necessary context for swift resolution.
The team knew they needed a better system.
Not just for their customers, but for the people answering every ticket behind the scenes.
Zulay Kitchen had already optimized their support process as much as possible, without external help. But gaps remained:
Despite their best efforts, support was capped at “good enough”, not great. The team needed something powerful, intuitive, and truly integrated.
Zulay Kitchen partnered with Hark to overhaul their support workflows and amplify their team’s efficiency, especially during high-volume periods like the holidays.
With Hark’s multi-modal feedback tools, customers could easily share videos or audio clips of their issues. This richer context enabled agents to resolve most tickets with a single touch, dramatically reducing back-and-forth and humanizing support.
By embedding Hark touchpoints directly into the customer journey, Zulay’s team gained confidence as they headed into their busiest seasons. What once required all-hands-on-deck coordination now felt manageable, thanks to better systems and faster response loops.
Instead of siloed systems and Slack screenshots, internal teams could now share and act on Hark links instantly whether it was alerting packaging about a damaged product or celebrating a rave review with the leadership team. Everyone had access to the same real-time story.
“This is the first time in company history that our support efficiency hit 100%. Most tickets are now one-touch, and response times are faster than ever. Honestly, it’s night and day. “ — Zulay Kitchen Team Member
“I’m totally confident we can handle Black Friday or Christmas now. Hark’s made it possible to scale support without burning out our team.”
From design to implementation, the platform blended perfectly into Zulay’s existing website. Whether a customer was tech-savvy or not, the Hark experience felt intuitive and importantly, fast.
“We loved how it looked on our site. It just worked, and it looked good no matter what kind of website you have.”
Beyond the product, the Zulay team credits the Hark team itself for making the experience so smooth.
“Having the Hark team in our Slack was a game changer. We could ask questions, share feedback, and stay looped in on updates. It wasn’t just a tool—it was a team that had our back.”
Zulay Kitchen’s journey proves that exceptional support is about building the right systems with speed. With Hark, they unlocked more than just faster responses. They gained clarity, alignment across teams, and the confidence to grow without hesitation.
In a nutshell support became simpler, smarter, and built to scale.
If your support feels stuck in “good enough,” it’s time for better.
Zulay Kitchen leveled up their speed, clarity, and confidence with one simple change.
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.
