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SIMPLR CASE STUDY

Kettle & Fire 
gets immediate backlog relief during volume surge

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“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. 

"Kind, thoughtful, prompt, professional, took full responsibility on behalf of the company for the crisis delays, while providing the helpful information I was awaiting!"

- Kettle & Fire customer review from an interaction with a Simplr Specialist.

 



 

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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