Congratulations to KEEN and RBI for Earning Stevie Awards for Exceptional Customer Service
The team here at Simplr is excited to congratulate two of our valued partners, KEEN and RBI, on earning Silver awards from the Stevie Awards for Sales & Customer Service, a globally-recognized awards program for customer service and contact center professionals that received more than 2,300 nominations from organizations in virtually every industry, across 51 nations. In partnership with the Simplr team, each elevated their engagement and customer satisfaction to new heights.
Global footwear brand KEEN earned a Silver in the Customer Engagement Initiative category. In 2020 they upped their commitment to customer engagement on the digital channels of email and chat by engaging with Simplr, reaping dividends for their customers: decreasing email first response time and dramatically expanding the number of human-powered chats they could service. I also have to share how inspired we are by KEEN’s pandemic-related charitable efforts, donating 100,000 pairs of shoes to front line workers and converting a shoe-making line in one of its factories to manufacturing reusable face masks. More than 100,000 masks have been donated to essential workers on the front lines, such as grocery clerks and retail partner staff, and given to KEEN employees and their families around the globe.
RBI, which owns three of the world’s most iconic quick service restaurant brands, Burger King, Tim Hortons and Popeyes, earned a Silver in the Customer Satisfaction category. In the face of rapid changes to the quick-serve landscape, where digital now represents 8% of sales, RBI was determined that customer satisfaction would not suffer. Their commitment to customer-first digital innovation led them to engage Simplr to help them eliminate email backlog, improve email first response time to under an hour, and improve customer satisfaction scores in a matter of months. With so many people relying on restaurants like Burger King for comfort food and reliable customer service during the pandemic, their team’s innovative spirit helped lift our spirits.
It’s gratifying to help our partners achieve such notable standards of customer service excellence. Our entire team, from our talented Human Cloud Network of customer service specialists, to the engineers who perfect our machine-enabled solution, is dedicated to helping our partners meet the exacting demands of the ‘always-on’ customer. This kind of recognition for our partners confirms that our efforts are making a difference.