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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.
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.
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.
Here are the impacts of Ative’s partnership with Simplr:
Director of E-Commerce, Ative Group
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.