SIMPLR REVIEW

High-Touch Customer Service
for High-End Brand ANINE BING

 

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White glove customer service outsourcing

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"Simplr is really allowing us to take our
business to the next level."

COMPANY OVERVIEW:

ANINE BING is a modern-day fashion house. Founded by Scandinavian entrepreneur and influencer Anine Bing, the brand specializes in high-end essentials and statement pieces for women all around the world. The Los Angeles-based luxury brand has stores in LA, New York, Paris, London, Barcelona, Madrid, and Berlin, with more opening later this year.

Online, ANINE BING drops high-demand new arrivals for their community every Tuesday.

ANINE BING customers, also known as “Muses,” are at the heart of the business. One glance at #ANINEMuses on Instagram and you’ll see all kinds of women rocking the brand’s signature style. As Customer Experience Manager Alex Vidaeff notes, the typical Muse is a strong, independent, empowered woman who “not only loves fashion, but [is] also really passionate about wellness and traveling.”

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THE CHALLENGE:

As is the case with most high-growth luxury fashion brands, ANINE’s muses 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 were really struggling to offer that VIP service for our customers that we've always wanted.” 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 her team’s bandwidth to cover nights and weekends felt unsustainable. As Vidaeff recalls, “it just wasn't enough.”

 

THE SOLUTION:

ANINE BING partnered with Simplr so that Vidaeff’s 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.”

Vidaeff took advantage of Simplr’s free trial 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.”

THE RESULTS:

Vidaeff is enjoying taking the Muse experience “to the next level.” Here’s how Simplr has helped:

  • Made 24/7 staffing a reality. With 24/7 coverage, ANINE BING can better serve and convert customers - both US and international - during peak shopping hours.  
  • Decreased email first response times by 86%
  • Decreased live chat first response time by 95%, with the majority of chats being answered in 90 seconds or less.
  • Provides consistent feedback about ANINE BING customers. Simplr has provided insights (such as items that numerous customers are requesting to be restocked) that help Vidaeff’s team optimize the customer experience.

Vidaeff is also excited about the prospect of implementing a white-glove, concierge phone experience. “As we continue to have Simplr take on more and more of our tickets, we're hoping that we'll also be able to implement phone service. We're really excited to just grow what options we provide for our amazing customers.”

"When customers come to our website and they're about to drop a few hundred dollars, sometimes even a few thousand dollars, they're looking for the customer experience to match the quality of the products they're about to purchase. 

...We really feel like Simplr is matching those high expectations that not only we have as a partner, but that our customers have when they're buying some amazing investment pieces."

 

-Alex Vadaeff

Customer Experience Manager, ANINE BING

About Simplr

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.

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