Customer Review

Kettle & Fire gets immediate backlog relief during volume surge

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

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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® offers companies a human-first, machine-enabled customer experience solution that meets the demands of the NOW Customer across all digital channels. Offering a combination of a uniquely talented, flexible, and scalable staffing pool, AI-based technology, and actionable intelligence, Simplr allows companies to immediately expand their customer service capacity and engage customers with speed, empathy, and precision. With Simplr’s NOW CX solution, premium brands are eradicating customer neglect, turning browsers into buyers, and turning NOW Customers into fans. Simplr is funded by Asurion, which continues to support its growth.

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