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handles increased volume
with the help of Simplr
- Jim Wilson, COO, Betabrand
Betabrand began with a simple, yet revolutionary idea: collaborative design. The fashion platform publishes concepts for users to provide their feedback and input and can crowdfund the co-designed project into existence within weeks. The fashion platform now boasts millions of sales and thousands of products in real-time development and continues to set a new industry standard.
The company has grown from a niche outlet for shoe and bag design enthusiasts to a major platform in partnership with two of the world’s largest manufacturers, VF Corporation and Li & Fung, who work with top brands like Timberland, The North Face, Nike, Disney, Wrangler, and more.
As Betabrand continued to grow, so did their customer service needs. The team had a difficult time handling the increased volume and rarely hit their target first response time. Betabrand’s customer service manager, Regina Ortanez, knew they needed help.
As they sought outside solutions, they wanted to retain the fun and lighthearted tone of the company in their customer service responses. When Simplr came into the picture, the team was hesitant about how AI-powered technology could craft responses that fit the tone and quality of the brand.
“I was...pretty concerned...because a lot of our tickets are very nuanced and complicated. I was really skeptical because I didn't know what it was...going to look like.” - Regina Ortanez
When Simplr began working with Betabrand, they saw an immediate drop in first response time within 24 hours. By Simplr taking over half of the company’s tickets, the customer service team has been able to streamline their daily workflow.
After seeing Simplr agent responses, Ortanez said, “Whoa, okay. This is a lot different than hiring...a temp person.” The responses were long and in-depth. Simplr’s AI technology combined with on-demand human talent brought Betabrand’s voice to every ticket.
The Simplr team has been in regular contact to ensure we’re delivering high-quality results at every point. When Ortanez or the customer service team does have criticism for a ticket, Simplr quickly implements the changes requested. “That’s been great to have that communication between my team and the Simplr team...they’ve been really receptive so that’s been good.” - Ortanez
Betabrand is now looking forward to a third successful holiday season with Simplr.
- Regina Ortanez
Customer Service Manager,
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.