Leverage After-Hours Customer Support with Simplr
Enterprise-level after-hours support designed for premium brands. Simplr’s highly-trained and US-based 24/7 customer support specialists are on call and ready to answer your customer emails and chats using your exact messaging and preferences.
Simplr can be up and running quicker than most call centers and deliver the highest standard of support… Yours.
“One of the great things about working with Simplr is that we can offer our customers off-hours coverage without impacting our internal staff. We know that Simplr is going to be there for extended hours into the evenings and on holidays responding to our customers.”
- Bridget Allen
- Manager of Customer Care, Optoro
How We Deliver Amazing After-Hours Customer Support
Simplr uses your knowledge base, macros, and historical customer inquiries to understand your business and brand.
Our highly-trained and vetted outsourced customer support team is on standby during / after your business hours ready to answer your emails, chats, and/or SMS messages.
Machine Learning-Assisted, Human-Accomplished Customer and Sales Support – Simplr aims to resolve 50%+ of customer inquires.
Your demanding customers get the answers they need quickly and accurately. You get better first response time and higher customer satisfaction.
Scales as you grow
Our high-quality solution is US-based but also affordable – no huge volume or offshore call centers required.
Working with budget-conscious companies, Simplr offers a “pay for what you use” model, giving businesses the flexibility to scale up or down at a moment’s notice.
Saves You Money & Time
Speed up or slow down Simplr’s customer support platform at any time. If the service is no longer needed, there’s no long term commitment required.
Our free trial offer and speedy onboarding lets you gauge your outsourcing readiness without distracting from your core business (or going through a six month RFP).
Specialized After-Hours Custom Service
We engineer unforgettable customer experiences. Simplr can on-board in a matter of hours, as opposed to weeks, and jump in to solve your customer support problems fast and effectively (including technical support).
Each Simplr partner gets access to a customized dashboard to see the number of resolutions, first response time and star ratings in addition to all questions that Simplr responds to in your support system.
Connects with your service channels
Simplr provides easy integrations with the most common e-commerce, billing and shipping platforms. This gives our Simplr Specialists the ability to support your customer needs end-to-end.
We can answer pre-sale customer questions within 48 hours of completing our automated analysis of historical conversations, existing scripting/macros, and available knowledge base articles. Over the course of the first 90 days, our partners typically have us start ramping up their post-sale customer questions. The percentage of post-sale volume varies based on e-commerce backend systems and partner’s preference on question types to outsource.
- Pay for what you need.
Ask for less time, more time, or overtime… without the guilt.
- No hidden costs.
Pay for resolutions and results, not fees and overhead.
- 24/7 coverage.
Your customers keep odd hours in many time zones. So do we.
- We’ve got talent.
Simplr has access to the highest-quality specialists on the market.
Customer support to fit your brand and messaging
Unlike traditional outsourced call centers and contact centers, Simplr can be online, on-call and answering your customer questions within the same or next business day (at most a few days) instead of the weeks and months that it can take for onboarding and staffing with other solutions.
Designed for premium brands and high-growth startups, Simplr is equipped to handle after-hours and overflow support with precision and grace, including mission-critical and business emergency type support that leave your help desk agents overwhelmed.
Get Creative with Phone Support (While We Do The Rest)
Simplr offers support for live chat, email, and social media DMs. Our decision to go “no-phone” was based on a simple fact: More folks than ever are using digital channels to get in touch with their favorite brands. Not only is live chat the preferred channel of Millennials and Gen Z, research shows that three quarters of online customers expect help within five minutes. Email is still the most commonly used digital customer service channel 54% of customers have used email customer service channels in the last year.
We feel that our cutting-edge technology and workforce muscle are best used to bolster multiple online channels, not answer phones. We do the high-volume heavy lifting to ensure that your online channels are staffed 24/7 and executed flawlessly.
In doing so, something awesome happens: Customer experience teams have more freedom to optimize their phone support strategy, potentially bringing it all back in-house, giving customers a high-touch (and differentiating) experience.
A recent review of our after hours support:
“We’re based out of Downtown Los Angeles, but we are a global brand and we have customers all around the world. This has been a challenge for us, to respond to our European customers as quickly as we are responding to our local Los Angeles customers… Since partnering with Simplr, we’re able to offer 24/4 service around the clock and now we are able to offer the same high-level service for our European customers as well!”
- Alex Vidaeff
- Customer Experience Manager, ANINE BING