increases sales and reduces
increases sales and reduces
Soleil Guerrero is the founder of Bebonia, an online store specializing in curly hair extensions. Bebonia’s high-end clip-ins are the first of their kind and wildly popular among curly-headed customers. The Shopify-powered store was launched less than a year ago and has experienced tremendous growth ever since.
Naturally, high-touch customer service is at the heart of Soleil’s business. Buying hair extensions online can be challenging - how do you know if the color will match? What's the texture of each type of curl? Can they be returned?
Bebonia customers are consistently looking for recommendations and best ways to match a product with their natural hair. It’s not uncommon for potential customers to send in photos of their hair so a Bebonia employee can help them find the right fit.
Like many "solopreneurs," Soleil was handling the lion's share of Bebonia’s customer service questions all by herself (with some help from her sister). They took turns responding to customer questions in a shared email inbox and stored their templated responses in a Google Drive. She describes that process as “incredibly overwhelming.”
Not only was it labor intensive, she felt as though the makeshift system was hurting the business. “We were losing out on potential sales because people would send in questions asking for recommendations. If I was busy dealing with the operations and couldn't get to certain emails, they'd fall through the cracks, and we were losing out on revenue.”
Soleil’s short-term customer service model was unsustainable for the amount of growth her company was experiencing.
Outsourcing customer service was the best option for Bebonia. However, Soleil didn't want to turn over such an important piece of the business to a team that wasn't based out of the United States. “I needed to trust whatever company we partnered with."
Simplr was able to help Bebonia where other customer service outsourcers fell short. As a startup, Bebonia is considered “too small” to work with enterprise solutions and couldn't afford (nor justify) the cost of lengthy contracts and unrealistic minimums.
Bebonia started using Simplr’s network of 24/7 US-based Simplr Specialists a few months after the company launched. “It was like they just came in and saved the day!”
First step? Implementation. Bebonia was able to get started with Simplr right away. The process included a brief historical analysis of Bebonia’s previous customer tickets, and a conversation with Soleil about the language and tone she preferred to use with her customers. Simplr Specialists were able to be up and running and answering customer questions within 24-48 hours.
Simplr also helped Bebonia set up a live chat system for no extra charge. Within moments, Bebonia not only added live chat capability (an absolute must for today's customers), but Soleil was able to staff it 24/7 at an affordable price.
Simplr’s partnership with Bebonia has resulted in:
Increased sales conversions through live chat. Since Simplr provided the opportunity to staff a 24/7 live chat channel, Bebonia’s chances of conversion increased significantly. After-hours inquiries that were previously delayed on email are now being answered instantaneously.
Reduced returns due to more attentive and robust pre-sales support on live chat.
More time to grow the business. Simplr now handles 90% of Bebonia’s customer volume. According to Soleil, “[Simplr] frees up more time so that I can focus more on marketing, on creating content, on actually doing trade shows, things that are more important to increase the revenue overall of the business.”
Access to AI capabilities… at a startup price. "As an entrepreneur it's pretty awesome because I'm taking advantage of AI without having to invest a large amount. Because we are a startup, we don't have those financial resources just yet."
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.