SIMPLR REVIEW

BootayBag's 
customer satisfaction score  
jumps from 73%  to 95% 

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"I got turned on to Simplr, and it was a
complete no-brainer for us."

COMPANY OVERVIEW:

BootayBag is a women's underwear subscription box that has reinvented the way Millennials shop for undergarments. Founder Elly Gheno chose the subscription-based model for her business to give customers a "monthly gift" at a low price point. The company has taken off, with over 150,000 Instagram followers and massive online network of brand ambassadors and enthusiasts. 

THE CHALLENGE:

Due to the cyclical nature of the subscription business, BootayBag's team was having trouble managing influxes of customer emails at certain points in the month. "Some weeks we were slammed busy, and then some weeks were quiet," explains Gheno. "How to staff for those, and how to prepare for those influxes was our biggest challenge."

 bootaybag_marchbatch-12

THE SOLUTION:

Before partnering with Simplr, BootayBag had a customer service team of four in Denver. Gheno saw Simplr as a way to augment her team's availability. "A big turn on for me for Simplr was the idea around how flexible their hours were. Being able to be available on weekends and holidays -  when my staff would normally need it off - just to have Simplr there as another tool, and to make my customers get an experience 24/7 is amazing."

Simplr was able to get up and running quickly, thanks to an AI-powered historical analysis of BootayBag's customer service tickets. It's network of U.S.-based Simplr Specialists started responding to the company's inquiries - starting with a backlog of  over 300 emails. 

"Getting started with Simplr, we were up within 24 hours. Because Simplr was able to use AI, they picked up right away on the brand language and voice that my staff members that were trained, you can't tell the difference between either. It's been amazing."

 

THE RESULTS:

Simplr and BootayBag have been working hand-in-hand to manage the company's email and text volume, particularly during the mid-month spikes. 

Here's the impact the partnership Simplr has had on BootatBag's business and customers. 

  • Customer satisfaction score jumped from 73% to 95%. 

  • Simplr takes 80% of the company's tickets, freeing up staff to focus on the growth of the company.

  • 70% decrease in email first response time

  • Happier customers. Says Gheno: "Our customers are even noticing how quick our response times are getting. We've had a customer compliment us on a quick response over the weekend, which is a great feeling."

Gheno admits that outsourcing customer service was hard. "It wasn't the first thing that I wanted to let go of because it's your brand, it's your baby, essentially."

However, she explains, "there just gets a point where you just can't do it all, and you need to delegate your time more efficiently. That was kind of the point that I got to, that I was like, 'If I want this to grow, and I want this to be successful, I'm gonna need a little bit more manpower behind me.'"

"My customer base - the Millennial generation - needs everything ASAP. Having Simplr there to answer 24/7, and get them the response that they need in a fast, timely manner is just crucial for us to make sure that we keep our customers happy.

 

-Elly Gheno

Founder, BootayBag

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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