Chubbies Scaled its Support Team and Reduced Hiring Needs by 38% with Simplr

Chubbies was founded by a trio of friends who loved retro short shorts found at thrift shops (and the back of their dad’s closets). Since its start in 2011, Chubbies has quickly become a cult favorite, transforming menswear with its iconic 4-inch inseam shorts. The company has a memorable brand personality of being relaxed, fun-loving, and approachable; and its support team reflects that by treating every customer like a friend. 

Chubbies’ support team understands that customers want timely responses and a personal touch that’s true to the brand’s roots. Chubbies partners with Simplr because it matches the company’s personality and voice while delivering high-quality, empathetic support. With Simplr’s agents on the Human Cloud Network, Chubbies provided customers with a consistently efficient and high-quality customer experience without the need to hire additional heads. Guided by Simplr’s platform, support agents are provided with in-context guidance via response recommendations that mirror the brand’s unique voice and internal guidelines. Simplr’s AI-intent detection routes inquiries to the best-suited agent, ensuring every interaction is handled with the utmost attention to detail.

“Before Simplr it was virtually impossible for my team to keep up with volume during sudden spikes. We’ve learned to accept long, exhausting work days as the norm, which wasn’t ideal for our team’s well-being. With Simplr’s help, we’ve kept our inbox manageable, restored our team’s morale, and replied back to our customers in a reasonable timeframe. It’s a win-win for everyone.”

Rachel Black, Customer Experience Manager

The challenge:

The approach of warm weather also meant the beginning of Chubbies’ busiest season. During that time, Chubbies’ customer service inbox overflowed with tickets that caused a severe backlog. Week-long ticket queues led to frustrated customers and low customer satisfaction scores. The negative experience caused Chubbies to search for additional help to prevent severe backlogs from forming, and encapsulate the brand’s unique voice and personality.

“What I really like about Simplr is its ability to match our brand’s voice when answering our customers’ questions. We can’t differentiate the responses between our own agents and Simplr’s and that’s exactly what we looked for.

Rachel Black, Customer Experience Manager

The solution: 

Chubbies partnered with Simplr because of its ability to maintain the same quality level and for its humanistic approach to customer service. With Simplr, Chubbies scaled its support team to handle the volatility of flash sales and busy seasons throughout the year, without the need for additional hires. Simplr made it possible for Chubbies’ internal team to focus their efforts on time-sensitive tickets. Meanwhile, Simplr’s Human Cloud Network provided order status updates, managed returns, and issued refunds. 

With every customer interaction, Simplr automatically logged information such as name, order number, and email, into Chubbies’ CRM. This gave Chubbies a full picture of every support interaction which streamlined customer support follow-ups and reduced customer effort.

“Simplr helps us save time when it collects customer information and passes it over to our agents. This crucial step allows our agents to immediately address the customer’s frustrations and reduces customer effort.

Rachel Black, Customer Experience Manager

The results:

Since its partnership with Simplr began, Chubbies’ support experience rose dramatically. Customer effort decreased while satisfaction rose, backlogs were kept at bay, and the morale of Chubbies’ support team climbed back up.

With Simplr’s support Chubbies has:

  • A reliable network of agents that match the brand’s voice, personality, and high-quality, empathetic support
  • Achieved a 94% average CSAT
  • Fast response times with emails responded to within 18 minutes and live chats within 30 seconds of outreach
  • Eliminated the need to hire, onboard, and train new agents by 38%

“Not having to worry about hiring new agents has lifted a huge weight off my shoulders. I can put that time and energy back into coaching and mentoring my team. It feels great knowing that no matter how busy we get, Simplr has our back.”

Rachel Black, Customer Experience Manager

Learn more about Chubbies.

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Meet Rachel Black

Rachel Black, Customer Experience Manager, Chubbies

Rachel is a driven leader of the customer support team for Chubbies. She is fueled by her goals of creating a unique and personal experience for every current and potential customer as well as a solidified and confident team. She leverages customer feedback, data insights, and her intuition to make the best decisions possible for everyone involved. Her passion for customers and CX organizations continues to prosper as she takes every opportunity to grow and learn in her position.