Content Library


Total Economic Impact™ of Simplr

In a commissioned Total Economic Impact™ study conducted by Forrester Consulting on behalf of Simplr, we see how Simplr and the NOW CX movement are helping brands transform CX from a cost center to revenue generator.

State of Live Chat in Ecommerce

An in-depth look at the live chat experience of nearly 1,500 ecommerce brands during the post-lockdown retail boom

The State of Ecommerce Customer Service 2021

This report includes the alarming results of a “mystery shop” of 1,500 ecommerce brands. The majority of companies were missing at least one key component of exceptional customer experience.

Forrester Opportunity Snapshot: A Custom Study Commissioned by Simplr

CX leaders have a unique opportunity to transform customer service strategies to deliver better customer outcomes and revenue. In order to do so, brands must do two things. 

State of Holiday Customer Service

Over the holiday rush, did brands and retailers give the NOW Customer the gift of exceptional CX, or did they leave them with a lump of customer neglect? Read our new mystery shop report to find out.

Reimagining the Contact Center RFP

Expect better from your contact center vendors. This guide will show you how to ask better questions in order to get the best business results from your partnership.


Customer Service Statistics

Your go-to resource for the latest statistics and trends in customer service. 

Pros and Cons Of Contact Center Outsourcing

There’s no one-size-fits-all option when it comes to customer service outsourcing. This is a resource to help in your evaluation process.

Chatbot Statistics

The latest reports and stats on the ever-changing world of chatbots. Start here!


How to Overcome CX Turnover

Turnover, understaffing, and seasonality are some of the biggest headaches for CX professionals. Learn how brands are overcoming these hurdles and delivering great customer service. 

Personal Connection Prompts

Simplr Specialists can now add personalization and empathy to every customer service interaction with a single click. Personal Connection Prompts make it easier than ever for your brand to build meaningful connections with customers.

The State of Conversational Commerce

Unpack the findings from our highly-anticipated State of Conversational Commerce 2021 report, in which we hired a third-party firm to mystery shop the websites of nearly 1,500 consumer brands to rate their chat solutions.