“Like many companies, we were moving employees to work from home during the COVID-19 pandemic. Simplr was able to step in to help assist with email customer service for a major retailer, helping to ensure we continued to hit SLAs.”Shawn Kelly, Director of Work @ Home Protection Operations, Asurion
Asurion is the world’s single largest provider of technology services.
It serves nearly 300 million customers worldwide and operates 12 contact centers with over 10,000 Experts.
While Asurion funded Simplr and continues to support its growth, it also uses Simplr customer service to help respond to its customers’ email inquiries in a timely and empathetic manner. With Simplr, Asurion is able to adhere to client SLAs, uphold its enterprise-grade security requirements, and navigate uncertainty with confidence.
Rapid-fire email responses no matter the day (even Black Friday)
Not only has Simplr helped Asurion meet (and exceed) email response time SLAs, they’ve empowered Asurion with a distributed, “spike-proof” model that ensures adherence to rapid-fire response times… no matter the volume. “We really saw the benefit [of Simpr] on Black Friday,” recalls Shawn Kelly, Director of Work @ Home Protection Operations. “[With] all of our other channels, we had to scale up, we had to prepare for it. We shifted schedules and did a ton of overtime.” With Simplr, however, the email volume that Simplr supported carried on without any disruption. “That’s a really, really big deal for us to not have to worry about that and to just instantly know that we have that scalability,” added Kelly.
Simplr’s integration with retailer selling platforms gives high-volume sellers like Asurion enhanced capabilities that may not be readily available on the retailer’s existing platform. These may include:
- The ability to measure CSAT on each customer interaction
- Highly-personalized email responses that, when mixed with quick first response times, create an experience that’s a cut above the competition.
- On-demand staffing that can easily scale up to volume surges.
Simplr helps Asurion maintain its 25-year legacy of excellence in customer experience, a bedrock of Asurion’s award-winning, people-first culture.