Melissa M.

Mid-Market (51-1000 emp.)

3/23/2022

"STREAMLINE YOUR WORKFLOW"

5/5

Describe the project or task Simplr helped with:

We brought Simplr onto our Customer Experience team to help with our general questions involving product descriptions and FAQ, status on orders, shipping information, etc. We have also found them helpful with starting the process for some of our more difficult processes. Review collected by and hosted on G2.com.

What do you like best about Simplr?

We have benefitted from them clearing up our workflow by taking these more simple tickets and allowing our team to focus on more complex issues and escalations. They are also able to escalate to the rest of the team if it is out of their scope and so we don't have as much concern about misinformation or wasting the customers time as much. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

We have had some issues with incorrect information being communicated or a process being executed incompletely or incorrectly. But in all of these cases, Simplr has set up avenues of communication and also provided us a POC so we can resolve these issues very quickly. They are very responsive about fixing an issue right away and we don't see that issue come up again. Review collected by and hosted on G2.com.

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

The biggest problem we are solving is being able to get to our customers right away and not have them waiting too long for a response. In the holiday season especially we noticed this flow is a lot more effective than the previous year when we didn't have Simplr. Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

3/23/2022

"A great asset to our CX Department!"

4.5/5

Describe the project or task Simplr helped with:

We brought on Simplr fall of 2021 to help us manage the upcoming holiday influx of tickets. Their team really works alongside us to come up with strategies, improve CX, and also make sure our voice is clearly heard. Having them over the holiday season was an amazing help because they were able to grab some of the simpler (no pun intended) tickets and allow our team to dive in with more in-depth customer scenarios. It is so nice to be able to streamline information to one person who then can share that with all of their representatives. Their business model helps eliminate access hiring seasonal workers, training, and then letting go of employees. It is sustainable and super beneficial for the long term! Review collected by and hosted on G2.com.

What do you like best about Simplr?

We have loved working with their team! A huge shoutout to Maddison and Courtney for supporting us so well and being such fun, intelligent, and supportive partners to work with! They are always looking for growth opportunities and also so on top of everything. They are really great at their jobs, professional but also so personable. Simplr is really an amazing company that is not just there for themselves but to really grow and support the companies that they work alongside! Review collected by and hosted on G2.com.

What do you dislike about Simplr?

At times we have struggled a bit with some of the technical sides of tickets. If a customer reaches out with multiple tickets, the Simplr team cannot necessarily see that so it can cause some confusion and multiple conversations with Simplr agents. We also have a very fast-moving company with constant changes. Sometimes these are last minute, which may cause some delays to the Simplr agents getting updated information. Review collected by and hosted on G2.com.

Recommendations to others considering Simplr:

They are so easy to work with, want what is best for you, and are constantly coming up with solutions to make the partnership even better! Review collected by and hosted on G2.com.

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

We are constantly working with Simplr to see how we can improve our structures and strategies and CX as a whole. For example, our company does a lot of preorders, and Maddison, Courtney and our team have worked together to come up with a great way to give them that information without constantly emailing back and forth. Review collected by and hosted on G2.com.

Verified User in Restaurants

Mid-Market (51-1000 emp.)

4/19/2022

"Highly Responsive"

5/5

Describe the project or task Simplr helped with:

Guest Responses Review collected by and hosted on G2.com.

What do you like best about Simplr?

Simplr responds to our guest inquiries in near real-time and is able to easily adapt with new promotions or issues we confront, to ensure proper responses are provided to our guests. We can rely on Simplr to scale up and down, so that despite fluctuations in ticket volume, we can be confident that Simplr will almost always be able to take a consistent percent of volume. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

if there is an issue with a certain process or SOP, given the scalability of Simplr's operation, an operational problem can spread quickly before it is quelled. Review collected by and hosted on G2.com.

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

How to scale our support operation with a constant promotions cycle, bringing ever-changing support volumes Review collected by and hosted on G2.com.

Elyse F.

Vendor supervisor

Mid-Market (51-1000 emp.)

4/13/2022

"Great asset for CX teams"

5/5

Describe the project or task Simplr helped with:

Simplr assists with our CX tickets and has decreased the volume of tickets flowing to our CX reps. Review collected by and hosted on G2.com.

What do you like best about Simplr?

The scalability of simplr during times of peak season and nonpeak season. Review collected by and hosted on G2.com.

What do you dislike about Simplr?

Anything we update with our team we have to update with simplr Review collected by and hosted on G2.com.

Recommendations to others considering Simplr:

Simplr is a great tool for reducing costs and staffing for CX teams Review collected by and hosted on G2.com.

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

Simplr is solving staffing problems. We realized utilizing them more covers our team when agents quit. Review collected by and hosted on G2.com.