Kettle & Fire gets immediate backlog relief during volume surge

“Simplr was the perfect fit when I needed immediate help due to a volume spike. The team is extremely professional, knowledgeable and always looking for ways to be a bigger help.”

Christopher Curry, Head of Customer Support at Kettle & Fire

Background:

Kettle & Fire is on a mission to share the benefits of bone broth with the world. Their products have garnered national media coverage and a robust following in health communities. However, at the onset of worldwide stay-at-home orders due to the COVID-19 pandemic, its demand started to surge.

The Challenge:

Kettle & Fire saw a web traffic increase of 45% in March 2020, as consumers turned to the brand’s products: soups and broths that are nutrient-rich and have a two-year shelf life. Christopher Curry, Kettle & Fire’s Head of Customer Support, reached out to Simplr to help with the surging volume of customer inquiries and provide relief for a mounting email backlog.

The Solution:

Thanks to its distributed network of work-from-home Simplr Specialists and machine learning, Simplr was able to start responding to Kettle & Fire’s customer emails within days. The company has been able to scale and sustain its reputation for excellent customer service, with assistance from Simplr’s distributed work-from-home model.

Simplr can provide immediate customer service support when you need it most.

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