As is the case with most high-growth luxury fashion brands, ANINE BING's customers are looking for an exceptional customer experience that matches the investment of their (potential) purchase. “They want a really hands-on, intimate experience that starts from the second they first interact with us,” notes Vidaeff. “Our customers want responses within minutes and they want to feel heard and they want to feel remembered. They’re really looking for us to go above and beyond for them.”
The two biggest challenges to filling this tall order? Time and resources. “We have a really small but mighty customer service team and we are working on offering more of a VIP service for our customers.” With a weekly drop every Tuesday, Muses are anxious to get fast responses to ensure that the exclusive product hasn’t sold out. Instagram buzz and anticipation heightens that sense of urgency, which can affect the way a customer feels on a store’s site.
With so many international customers, stretching the team’s bandwidth to cover nights and weekends felt unsustainable. As Vidaeff recalls, “it just wasn't enough.”
ANINE BING partnered with Simplr so that the ANINE BING team could not only deliver a VIP experience, but could also expand its capabilities to bring that high-touch experience to the next level. “It was so easy to start working with Simplr; they were such a pleasure to work with from the very beginning.”
Team BING decideded to see firsthand how the company could help ANINE BING Muses get the most out of their shopping experiences. “I could tell from our very first call that Simplr really cares about their partners.” She worked every day with a Simplr Partner Success Team Member to share best practices and fine-tune messaging.
“[Simplr was] very receptive to feedback. Our first week working with Simplr, I was speaking with them for hours every day, providing feedback on what improvements we could make and also pointing out what was working really well.”
ANINE BING is enjoying taking the Muse experience “to the next level.” Here’s how Simplr has helped:
Customer Experience Manager, ANINE BING
Simplr was founded by a group of corporate execs-turned-entrepreneurs who were determined to create the next best thing in outsourced customer service.
Simplr’s leadership team has a combined three decades of experience in the call center and customer experience industries. They noticed major cost and labor inefficiencies in the traditional BPO model, and decided to disrupt the whole thing… with help from the American remote workforce and cutting-edge machine learning.
The result is a fully-transparent, ultra-flexible business model designed to tackle the challenges of doing business online and accommodate the expectations of the ever-changing online consumer.