VK

Venkatesh K.

Product Manager

Small-Business (50 or fewer emp.)

7/14/2023

"One of the best AI"

3.5/5

What do you like best about Simplr?

Training the bot with feedback and also the TAT for response is very quick and mostly to the point Review collected by and hosted on G2.com.

What do you dislike about Simplr?

When chat had to be transferred to agents all the questions and answers are not shown to agents. Review collected by and hosted on G2.com.

SK

Sunil K.

Consultant

Mid-Market (51-1000 emp.)

7/18/2023

"Worked on this in multiple organisations. It good increase the overall efficiency."

4.5/5

What do you like best about Simplr?

Interface It is easy to navigate and has wonderful features that actually help to increase the efficiency Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Colors combination used on the tool. It is not that important but still looks very oldage. Review collected by and hosted on G2.com.

UI

Verified User in Internet

Mid-Market (51-1000 emp.)

9/30/2023

"Great service for outsourcing customer support"

4.5/5

What do you like best about Simplr?

The fact that it offers the best of service to manage our support channels. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

The bot answers most of the questions correct but it can be a bit more intuitive Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

10/2/2023

"Human Cloud Network"

4/5

What do you like best about Simplr?

I love the AI function of Simplr! My customers are well taken care of and the agents are able to really pinpoint my customers' needs quickly with minimal frustration on either end. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

So far I have no complaints about the product! Review collected by and hosted on G2.com.

JC

Joe C.

Director of Customer Experience

Mid-Market (51-1000 emp.)

12/20/2022

"Simplr...Simply a great CX Partner"

5/5

What do you like best about Simplr?

The personal touch you get from your partner success manager is the first thing that comes to mind. For all of 2022 Taylor and the rest of his team have been there for us to talk through onboarding and adding features to investigate the future. Simplr's dedication to quality specialist engagements is another thing that parallels our beliefs as a company. They are always open to any and all feedback and quick to make the proper adjustments. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Honestly, I wish I had the confidence to onboard Simplr much sooner than we did. They have been an excellent partner to work with and calmed any stigmas I had about outsourcing some of our customer services. Review collected by and hosted on G2.com.

What problems is Simplr solving and how is that benefiting you?

Simplr is not only helping us scale our CX department in a competitive job market they are also providing us with technology and data to leverage to make educated decisions on how we plan for coverage and headcount in the future while utilizing 3rd party partners to be involved on this journey. Review collected by and hosted on G2.com.

MI

MURALIDHAR I.

Salesforce Developer/Consultant

Enterprise (> 1000 emp.)

7/14/2023

"Game changer of traditional BPO process"

5/5

What do you like best about Simplr?

Simplr's EngageNow suite ways makes very help. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Needs more improvement on customer acquisition and more easiness to habitate it. Review collected by and hosted on G2.com.

AR

Verified User in Retail

Mid-Market (51-1000 emp.)

1/3/2023

"Great service!"

5/5

What do you like best about Simplr?

I like the dashboard, it's very easy to use, and I like that we can measure Customer Satisfaction AND Customer effort score. Sometimes understanding how the interaction went isn't as important as understanding how much work it took to get the answer. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

The agents might not have all the same access to the systems the on-site agents do, so that might hinder the speed of the answers the agents give, but that's not really a huge setback. The agents can just create a ticket. Review collected by and hosted on G2.com.

What problems is Simplr solving and how is that benefiting you?

We are able to answer considerably more tickets and emails. We are able to answer questions 24-7 and we are so much more productive by using simplr. Our on-site staff is able to answer many more in-depth questions because we're not dealing with answers that Simplr can handle. They can point the customer toward self-service and save time in the long run. Review collected by and hosted on G2.com.

GC

Verified User in Computer Software

Enterprise (> 1000 emp.)

7/24/2023

"AI-powered enterprise customer service platform"

4/5

What do you like best about Simplr?

Cost-effective customer service platform for 24/7 support Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Limited customization, integrations and reporting capabilities Review collected by and hosted on G2.com.

MS

Michelle S.

Manager of Fan Services

Mid-Market (51-1000 emp.)

12/13/2022

"Best CX partner to have"

5/5

What do you like best about Simplr?

Communication with Simplr, is so easy. The fact I can share feedback and Simplr take immediate action is great.

The ability to scale the Simplr volume based on busy needs is incredible. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

We did not use Simplr sooner to help with our ticket volumes. Review collected by and hosted on G2.com.

HG

Holly G.

E-Commerce Operations Manager

Small-Business (50 or fewer emp.)

5/15/2022

"Great support for our CS Team"

5/5

Describe the project or task Simplr helped with:

Tier 1 chat and email support. Review collected by and hosted on G2.com.

What do you like best about Simplr?

Simplr has helped me as a Customer Service Manager by taking a vast majority of our online chats as well as our "Tier 1" email tickets. They've given my agents the ability to focus on more complex cases. Simplr agents are fast and efficient at answering chats. Our Simplr representative is always available to meet and answer questions or to help solve problems. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Some Simplr agents are better than others, this can lead to negative reviews from our customers. However, once an issue is flagged with our Simplr rep these agents are coached, and most often, it's a one-time situation. Review collected by and hosted on G2.com.

Recommendations to others considering Simplr:

I highly recommend meeting with Simplr to see if they're a good fit for your needs. Review collected by and hosted on G2.com.

What problems is Simplr solving and how is that benefiting you?

With Simplr's being the initial contact on all Online Chats, the First Response Time KPI for Online Chat is achieved consistently. It allows my agents to not be under time constraints to answer questions and only answer questions Simplr is unable to answer. Without the time constraints of FRT, my agents give better quality responses. Review collected by and hosted on G2.com.