Princess Polly Reduces Phone Volume by 46% with Simplr’s 24/7 Live Chat Staffing


Simplr jumping on board and assisting with our chat and email volume has been a blessing…It has truly been an incredible experience.

 Alexandria Collis, Director of Operations, Princess Polly

Princess Polly is an Australian-based e-commerce fashion brand known for its trendy clothes, unique brand voice to its Gen Z audience, and personalized shopping experiences. 

The problem

As Princess Polly expanded into the United States, it needed to transform and align its customer experience with its Gen Z customer base. Prior to working with Simplr, the company lacked a strong digital support presence as it only offered costly phone support and email with limited hours of availability. Consequently, long response times for emails and jammed phone lines damaged the customer experience. 

Princess Polly needed to solve the following issues:

  • Scale its support team and services alongside its rapid growth
  • Expand its support channels with live chat
  • Increase the hours of availability for customer support
  • Reduce customer service phone volume 

The solution

Princess Polly quickly scaled its digital support team with agents from Simplr’s Human Cloud Network. With a fully staffed support team, the company opened live chat to offer an alternative channel for support and to provide faster resolutions for its customers. Simplr’s platform guides agents by feeding them the right response at each step of every customer interaction, ensuring a consistent customer experience for every inquiry. Its partnership with Simplr has led to:

  • A fully-staffed support team with 24/7 availability on all digital channels
  • Live chat support – faster responses and more cost-effective
  • An improved online shopping experience as customers can ask for help with styling without leaving the website
  • A shift in customer support requests from phone calls to live chat 

“24/7 chat coverage really helps our team to stay productive and it helps our company’s culture.”

Alexandria Collis, Director of Operations

The results

Princess Polly developed a strong partnership with Simplr because it transformed the way it operated its customer support experiences. The company scaled its support team with 24/7 agent availability, opened live chat support, and improved agent response times. 

As a result, the company has enjoyed:

  • A drop in customer support phone volume by 46%
  • 4.8/5 Customer Satisfaction Score
  • 85% Customer Effort Score (75% is considered good)
  • 88% of live chat inquiries are responded to within 30 seconds
  • 97% of email inquiries are responded to in under 3 hours

“The idea of Simplr was just too good to be true… To watch Simplr agents take Princess Polly tickets for the first time was an incredible experience… the volume was now manageable for our agents… we were absolutely thrilled.”

Alexandria Collis, Director of Operations

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