Leverage After-Hours Customer Support with Simplr

Simplr’s Human Cloud Network is a dispersed and flexible workforce that’s ready to tackle your customer service issues across all digital channels.

Simplr can be up and running quicker than most call centers and deliver the gold standard of support… Yours.

What is after hours support?

After hours support is the act of helping customers resolve their issues outside of “traditional” business hours. After hours support is an important tool for online businesses, as it helps capture more revenue and makes them competitive across more time zones. Businesses can achieve after hours support by hiring in-house staff, outsourcing with a call center, or opting for a dispersed Human Cloud Network.

Why should you offer after hours customer support?

All businesses should offer after hours customer support because today’s customers expect an on-demand experience at all times. Best-in-class brands currently hold the gold standard of customer service, and other businesses should strive to keep up.

In the era of NOW CX, 24/7 customer support is a necessity, not a nice-to-have. To learn more about innovative ways in which brands are leveraging on-demand overnight coverage, talk to Simplr!

54%

of ecommerce companies do not offer after-hours support

Always-on, always the right capacity

Forecasting your needs is a thing of the past. The Human Cloud Network scales automatically up or down to meet service demands in real-time. Engaging customers rapidly leads to more revenue opportunities without any risk of shutdowns or downtime.

“We’re based out of 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.

Alexandra Vidaeff , Senior Manager of Customer Experience, ANINE BING

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.

  1. Pay for what you need.
    Ask for less time, more time, or overtime… without the guilt.
  2. No hidden costs.
    Pay for resolutions and results, not fees and overhead.
  3. 24/7 coverage.
    Your customers keep odd hours in many time zones. So do we.
  4. We’ve got talent.
    Simplr has access to the highest-quality specialists on the market.