SIMPLR CASE STUDY

Volcom 
rides out 
seasonal peaks 
with Simplr

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customer service outsourcing made easy. 

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“Watching Simplr Specialists answer Volcom product questions for the first time was... awesome." 

BACKGROUND:

Volcom has been the go-to surf and skate lifestyle brand apparel for nearly 30 years. The high growth of the company's e-commerce presence is matched only by the strength of its customer interactions.

The core Volcom CX team includes Customer Service Manager, Derek Boede. Derek and his team handle everything from voicemails, calls, chats, and emails from both US and international customers, as well as inquiries submitted via Amazon Marketplace. 

A DIFFERENT TYPE OF OUTSOURCING:

Like most established brands in the e-commerce and retail space, Volcom's no stranger to outsourcing customer service.

Typically, the brand outsources during the Q4 peak holiday season to help manage the extended holiday in-store hours plus the influx of online orders. In the past, Volcom had used AI-only outsourcing, as well as hired temporary workers to help scale its customer service. 

With the growth of the site and as holidays get more hectic, Volcom was looking for a solution that could maintain the caliber of responses while giving relief to the in-house CX team.

THE SOLUTION:

Volcom's initial reaction to Simplr's blended AI and human customer service solution can best be described as skeptical. 

"Simplr informed us that [its] typical email response time is within a one to three hour period," recalled Boede. "The bandwidth that we're used to typically takes about one to three business days. So it's a dramatic change in time for responses versus what we were used to in the past."

Nevertheless, Simplr met skepticism with results. "Literally the first week after reviewing the response times and how many tickets were actually serviced within the one to three hour period."

Simplr Volcom Long Version

 

THE RESULTS:

Consistent high quality and quick response rates, especially during unexpected peaks in volume.

Simplr works alongside Volcom's stellar CX team to crush SLAs and help scale amazing customer experiences. Results of this partnership include:

- Handing the majority of return requests, enabling the in-house team to focus on bigger ticket items that need a little bit more messaging and attention to detail.

-  Servicing the occasional backlog of tickets.

- Providing coverage during weekend and peak holiday seasons. 

Furthermore, Simplr is helping Volcom prepare for the holidays, when, as Boede puts it, "sales skyrocket." 

"Having our Simplr Specialists jump on during these critical holidays and timeframes within sales is awesome.  The bandwidth of our team is limited. Having an extra helpful hand to jump into the queue and work on our backlog  and current return requests is extremely helpful."

"Now, that we have Simplr in our service for our upcoming holiday, we are extremely confident that we'll be able to increase our CSAT and reduce response time."

 

- Derek Boede

Customer Service Manager,
Volcom

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.

 

Customer service outsourcing... disrupted.

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