SIMPLR CASE STUDY

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optimizes Amazon 
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Meeting Amazon's expectations for stellar customer service equals higher rankings and increased sales, but a slip in any area can negatively impact sales.

Ative Group is a multi-brand holding company that’s immersed in the e-commerce space. Ative helps build online stores based on market need, through branding expertise, digital strategy, and product design. Currently, Ative owns multiple direct-to-consumer brands, including ones that specialize in cell phone accessories, fashionable eyewear, and electronics. They are all active sellers on Amazon Marketplace.

THE CHALLENGE:

Ative’s brands face two challenges that are common to high-volume Amazon sellers: scaling across multiple channels at peak volume and maintaining compliance with Amazon Marketplace’s standards for seller ratings. Customer service is always top of mind for Ative E-commerce Director Kevin Wang.

At the top of his customer service priorities? Scaleability. The high-volume e-commerce brand is laid out across multiple channels - chat, email, and social media - which made support difficult to manage.

Amazon’s customer-centric model is what keeps shoppers coming back for more, so third-party sellers must meet exacting standards to succeed on the Amazon marketplace. That includes everything from SEO-optimized product listings with quality images to prompt customer service. Meeting these expectations equals higher rankings and increased sales, but a slip in any area can negatively impact sales.

THE SOLUTION:

Ative partnered with Simplr to help manage a massive increase in customer volume while still maintaining Amazon’s requirements for prompt responses. Simplr’s network of 24/7 Simplr Specialists jumped right and started responding to emails and live chats with speed and empathy.

THE RESULTS:

Here are the impacts of Ative’s partnership with Simplr:

  • Ability to scale top-notch customer service across multiple channels during period of 20x increase in customer volume.

  • Maintained high seller ratings for customer service, even in moments of high volume, thanks to the Simplr Specialists’ above-average first response time.

  • Simplr’s business insights helped Ative keep tabs on how their customer service metrics were performing. The instant feedback on the Simplr dashboard meant that Ative could catch lagging first response times before getting penalized by Amazon.

 Simplr helps scale the ability to respond back to customers quickly. "We engage with customers on a very large scale, across multiple channels. A lot of times, we have customers asking us more questions on one platform versus the other. Simplr can really help help us bridge that gap between the multi channel approach."

 

-Kevin Wang

Director of E-Commerce, Ative Group

About Simplr

Simplr was incubated and funded by Asurion, the largest technology protection and support provider in the world. Serving more than 300 million customers today, Asurion gives Simplr the secure financial backing and access to a broad range of customer service capabilities developed over its 23-year old heritage of customer experience excellence. Where enterprise-level solutions are costly and restrictive, Simplr can provide world-class customer support tailored specifically to the needs (and budgets) of high growth startups.

 

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