When you introduce a new benefit, success hinges on two very different experiences: the team responsible for administering the program and the employees using it day to day. Too often, those needs are forced through a single support channel, leading to confusion, delays, and unnecessary work for HR and benefits teams.
At PerkSpot, we took a different approach.
From the start, we intentionally designed two distinct teams – Client Success and Customer Support – each focused on a specific audience and a specific set of needs. The result is a benefit that feels supported, responsive, and easy to manage, without adding complexity for employers.
How Client Success Supports You, the Employer POC
Client Success exists to support one audience: program administrators.
We recognize that employer points of contact have a very different relationship with PerkSpot than end users do. You’re responsible for launching the benefit, promoting it internally, understanding how it’s performing, and ensuring it delivers real value to your employees. Client Success was built specifically to support those responsibilities.
First and foremost, the team acts as a consultative resource. Whether you have a quick question, need help troubleshooting an issue, want insight into how your program is performing, or are looking for guidance on driving engagement, Client Success is there to help. That support can take many forms: proactive outreach through monthly or quarterly reviews, or on-demand assistance as needs arise.
How Client Success Helps:
- General questions and support
- Standard program promotion
- Supplemental program promotion (benefit fairs, etc.)
- Standard and ad hoc performance reporting
- Scheduled and ad hoc business reviews
- Suppression requests
- Seasonal promotions
- Onboarding/training new program admins
- New and local merchant requests
- Community branding updates
- Eligibility file questions
Client Success is also home to PerkSpot’s dedicated Onboarding Team. Every new customer goes through a tailored onboarding experience designed to get your program live quickly and set it up for early success. The focus isn’t just on launch logistics, but on building awareness, engagement, and utilization from the start.
Ultimately, Client Success exists to accomplish two things:
- Ensure you’re getting the maximum possible value from the benefit
- Save you the time and effort it would take to chase down answers or solutions on your own
How Customer Support Serves Your Employees
While Client Success focuses on employers, PerkSpot’s Customer Support team is dedicated entirely to your employees, the people using the platform to save.
We understand that employees’ experience with PerkSpot reflects directly on you as their employer. That’s why Customer Support is one of our largest and best-equipped teams, designed to meet users where they are and resolve issues quickly.
The team consists of nine dedicated professionals – one Senior Manager and eight Customer Support Specialists – providing coverage seven days a week. Employees can reach support via chat, email, or phone, ensuring help is always accessible. Currently, support is available in English and Spanish, with French coming very soon.
How Customer Support Helps:
- Registration and login questions
- General site navigation and usability questions
- Troubleshooting any technical issues
- Questions about gym memberships, theme park tickets, movie tickets, or other products purchased on-site
- Assistance with issues encountered before, during, or after on-site purchases
- Questions or issues related to off-site merchant experiences
- Questions or issues related to PerkSpot’s browser extension and mobile app
Each specialist is responsible for resolving approximately 80 tickets per day, allowing the team to handle increases in volume without sacrificing response times. Beyond volume, the team is held to a high standard of quality and is required to maintain a minimum CSAT score of 92%. For context, a score between 75–85% is generally considered good. 92% reflects exceptional satisfaction.
Like Client Success, Customer Support operates with two clear mandates:
- Resolve employee issues as quickly and efficiently as possible
- Ensure PerkSpot is perceived as a high-value, trustworthy benefit by employees
Why the Separation Matters
This two-team model wasn’t created by accident. It was designed to solve common challenges in the voluntary benefits space.
By clearly separating employer support from employee support, PerkSpot avoids bottlenecks, misrouted questions, and unnecessary back-and-forth. Employees don’t need to go through HR to get help, and HR doesn’t get pulled into day-to-day troubleshooting.
For program administrators, this means PerkSpot remains a low-lift benefit. Client Success supports you strategically and operationally, while Customer Support handles employee questions directly, without your involvement.
For employees, it means fast, reliable help whenever they need it. Customer Support is always within reach, and issues are resolved by a team built specifically for that purpose. Meanwhile, Client Success can provide program admins with additional promotional assets as needed, helping ensure employees are aware of the benefit and understand its value.
A Model Designed for Long-Term Success
At its core, PerkSpot’s support model is about clarity, efficiency, and accountability. Each team knows exactly who they serve and how they create value, for employers and employees alike.
For prospective customers, this structure provides peace of mind: you’re not just getting a benefit platform, you’re getting a support model designed to make adoption easier, reduce internal effort, and deliver a better experience for everyone involved.
And for employers already stretched thin, that kind of support isn’t just nice to have. It’s essential.