Simplr

Nashville,  TN 
United States
https://www.simplr.ai/

• Booth: 636

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 customers into fans. Simplr is funded by Asurion, which continues to support its growth. For more information, visit http://www.simplr.ai/

 Press Releases

• Simplr Introduces the EngageNow Suite to Eliminate the Customer Service BPO (Dec 01, 2022)

  NASHVILLE, TN (November 9, 2022) –  Simplr, the leading platform built to exceed the expectations of the NOW Customer, today announced the general availability of the EngageNow Suite, a solution that combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs.

  With their origins in the early days of call center offshoring in the 1990s, many customer service BPOs have failed to effectively modernize. The industry notoriously struggled to transition workers out of traditional call center environments during COVID-19, and the rapid shift from phone to digital caused by the pandemic exposed major deficiencies in BPOs’ ability to innovate and equip themselves with requisite technological capabilities. A recent analysis by McKinsey found that only one quarter of business process outsourcing deals included digital components.

  With the launch of the EngageNow Suite, Simplr is positioned to be the technology disruptor to the BPO market, helping to transform CX organizations into highly cost-efficient, revenue-generating programs that consistently exceed customer expectations. By offering both chatbots and human agents within one integrated, AI-enabled platform, Simplr clients can ensure that every customer inquiry is automatically routed to the channel that will most efficiently and effectively resolve the issue at hand and facilitate greater customer retention and loyalty. Leveraging advanced intent detection and machine learning, the Simplr platform automatically guides either the bot or the human agent to respond to the customer with empathy, accuracy, and precision. Examples include prompts to facilitate better personal rapport or identifying upsell and cross-sell opportunities based on the profile of the customer and the context of the interaction.

  “Any CX leader who understands the mindset of today’s consumers also understands that the CX status quo–investing in outdated and costly BPO services patched together with chatbots that do little other than leave customers frustrated–is a recipe for disaster,” said Amit Sood, Chief Product Officer at Simplr. “We have introduced the EngageNow Suite to shatter the status quo by taking the best parts of real human support and automation while eliminating the downsides of both.”

  “Being able to maintain both speed and quality in customer service interactions is the key to fostering CX programs that turn customers into advocates,” said John Thrailkill, SVP of Customer Experience at Solo Stove. “With their integrated bot and human platform, Simplr has been an incredible partner in helping us consistently delight customers day-in and day-out, even as the brand continues to grow.”

  The EngageNow Suite consists of two integrated components: The Simplr Chatbot and Simplr’s Human Cloud Network of customer support specialists. The chatbot learns from human agent interactions over time, driving up the amount of inquiries that can be resolved via automation and therefore driving down overall costs. Additionally, the platform is self-optimizing, leveraging data such as Customer Effort Score, intent and urgency detection, and customer likelihood of purchase to improve routing processes and recommended responses to customers. Additionally, Simplr is a fully managed service, meaning Simplr’s team of conversational UX designers and data scientists build fully customized experiences tailored to meet the needs of each client’s unique set of customers. Without the need to invest in their own in-house resources, Simplr clients see an average savings of 42% when compared to what they spend with their current bots/BPOs. 

  “Understanding which customer interactions are better handled by humans than automation, and vice versa, and then implementing efficient processes based on those insights has been one of the biggest challenges in CX programs over the past few years,” said Hayley Sutherland, Research Manager, Conversational AI & Intelligent Knowledge Discovery at IDC. “Technology solutions that can augment outsourced customer service labor with conversational AI and automation offer a new path forward for CX leaders looking to optimize their customer service and overall CX.”

  For more information on Simplr’s EngageNow Suite, visit www.simplr.ai/engagenow-suite. 

  About Simplr

  Simplr is the technology disruptor to the outdated contact center BPO model. The company’s  AI-enabled platform unites chatbots and human assistance to deliver instantly scalable premium pre-sale shopping assistance and customer support, and in a more cost-effective manner than traditional BPOs. The result for Simplr customers is best-in-class experiences throughout the consumer journey, increasing loyalty, satisfaction, and revenue. Simplr is funded by Asurion, which continues to support its growth.

  Find more information about Simplr at https://www.simplr.ai/.

• Simplr Receives 2022 Customer Experience Innovation Award from CUSTOMER Magazine (Dec 04, 2022)

  Simplr announced today that TMC, a global, integrated media company, has named Simplr’s EngageNow Suite as a 2022 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

  The 2022 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social. 

  “The growing disparity between what customers expect in interactions with a brand and what companies can actually provide is reaching a point of crisis. Quite simply: the old ways of conducting CX–namely relying on outdated BPOs and ineffective chatbots–is doing much more harm than good,” said Daniel Rodriguez, Simplr CMO. “Simplr offers a new path forward, one based on consistently exceeding customer expectations through new and innovative collaborations between humans and bots. We’re honored that CUSTOMER Magazine has recognized that innovation in their annual awards program.”

  Simplr’s EngageNow Suite combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs. By offering both chatbots and human agents within one integrated, AI-enabled platform, Simplr clients can ensure that every customer inquiry is automatically routed to the channel that will most efficiently and effectively resolve the issue at hand and facilitate greater customer retention and loyalty. Leveraging advanced intent detection and machine learning, the Simplr platform automatically guides either the bot or the human agent to respond to the customer with empathy, accuracy, and precision. Examples include prompts to facilitate better personal rapport or identifying upsell and cross sell opportunities based on the profile of the customer and the context of the interaction. Simplr clients see an average savings of 42% when compared to what they spend with their current bots/BPOs.

  “Congratulations to Simplr for receiving a 2022 Customer Experience Innovation Award. The EngageNow Suite has been selected for setting the standard in delivering world-class customer experiences across all channels,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement and know we will continue to great innovation from Simplr in 2023 and beyond.”

  For more information about Simplr’s EngageNow Suite, visit https://www.simplr.ai/engagenow-suite. 

  About Simplr

  Simplr is the technology disruptor to the outdated contact center BPO model. The company’s  AI-enabled platform unites chatbots and human assistance to deliver instantly scalable premium pre-sale shopping assistance and customer support, and in a more cost effective manner than traditional BPOs. The result for Simplr customers is best-in-class experiences throughout the consumer journey, increasing loyalty, satisfaction, and revenue. Simplr is funded by Asurion, which continues to support its growth.

  Find more information about Simplr at https://www.simplr.ai/.  

  About CUSTOMER
  Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the customer experience, call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.  

  About TMC

  Through education, industry news, live events and social influence, global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. As a result, leading technology vendors turn to TMC for unparalleled branding, thought leadership and lead generation opportunities. Our in-person and online events deliver unmatched visibility and sales prospects for all percipients. Through our custom lead generation programs, we provide clients with an ongoing stream of leads that turn into sales opportunities and build databases. Additionally, we bolster brand reputations with the millions of impressions from display advertising on our news sites and newsletters. Making TMC a 360 degree marketing solution, we offer comprehensive event and road show management services and custom content creation with expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts. For more information about TMC and to learn how we can help you reach your marketing goals, please visit www.tmcnet.com and follow us on Facebook, LinkedIn and Twitter, @tmcnet .

• Simplr Wins 2022 AI Breakthrough Award for Best AI-Based Solution for Customer Service (Dec 04, 2022)

  Simplr today announced that it has been named a winner in the 5th annual AI Breakthrough Awards program in the “Best AI-Based Solution for Customer Service” category. 

  The mission of the AI Breakthrough Awards is to honor excellence and recognize the innovation, hard work and success in a range of AI and machine learning related categories, including AI platforms, Deep Learning, Smart Robotics, Business Intelligence, Natural Language Processing, and other industry-specific AI applications. This year’s awards program garnered 2,950 nominations. Other 2022 winners include NetApp, Adobe, Verint, SoftBank Robotics, Qualcomm, Moody’s, and ADP.

  Simplr is the only customer service solution on the market that offers automation backed by humans. Through AI-powered customer inquiry routing mechanisms and response recommendations, the Simplr platforms automates and resolves up to 80% of customer inquiries, resulting in improved efficiency and cost savings all while providing a better customer experience. Simplr customers see an average savings of 49% when compared to what they spend with legacy chatbot and customer service outsourcer providers. 

  “Our customers have realized that the status quo when it comes to customer service–namely antiquated BPO providers and chatbot providers who overpromise and underdeliver–simply can’t cut it when it comes to efficiently and effectively meeting the needs of the NOW Customer,” said Daniel Rodriguez, Simplr CMO. “Through our unique combination of AI-powered chatbots and real human assistance, Simplr represent a new way forward for CX leaders looking to automate the right way. We are honored to be recognized by the AI Breakthrough Awards program for this vision and what it means for the future of impactful customer experiences.”

  Today’s award win is the latest in a string of industry recognition for Simplr and its platform. Other honors include:

  • An Honorable Mention in the 2022 Gartner® Magic Quadrant™ for Customer Service BPO
  • A Silver Stevie® Award in the Customer Service Outsourcing Provider of the Year category
  • A Bronze Stevie® Award in the Most Innovative Tech Company of the Year
  • A 2022 Excellence in Customer Service Award
  • Being recognized as one of the most innovative companies of the year in the December 2021 Best in Biz Awards

  For more information on Simplr’s platform, visit https://www.simplr.ai/simplr-ai-platform. 

  About Simplr

  Simplr is the conversational experience platform for the NOW CX era. The company’s AI-enabled platform unites chatbots and human assistance to deliver instantly scalable premium pre-sale shopping assistance and customer support. The result for Simplr customers is best-in-class experiences throughout the consumer journey, increasing loyalty, satisfaction, and revenue. Simplr is funded by Asurion, which continues to support its growth.
  Find more information about Simplr at https://www.simplr.ai/.

• SIMPLR HONORED AS A MOST INNOVATIVE TECH COMPANY OF THE YEAR IN THE 2022 AMERICAN BUSINESS AWARDS® (Dec 04, 2022)

  Simplr was named the winner of a Bronze Stevie® Award in the Most Innovative Tech Company of the Year – Up to 2,500 Employees category in The 20th Annual American Business Awards® today.

  Simplr is disrupting the staid customer support contact center model by offering a combination of a uniquely talented and scalable staffing pool, automation, and AI-based technology, allowing customers to immediately expand their customer service capacity and engage customers with speed, empathy, and precision. The Simplr platform raises revenue conversions by an average of 44% and reduces high-effort customer interactions in half, increasing customer repurchase rates by 7-10%. Current customers include Restaurant Brands International, YETI, and The North Face.

  “The customer experience status quo is in desperate need of innovation, with legacy chatbot providers and customer service outsourcers often doing more harm than good to their clients’ CX,” said Daniel Rodriguez, Simplr CMO. “To that end, we’re incredibly excited that the American Business Awards have recognized Simplr’s positive and practical disruption in this market, as it is a reflection of a new way of thinking about exceeding the expectations of the NOW Customer in every single interaction.” 

  The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. 

  More than 3,700 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Thought Leader of the Year, and App of the Year, among others.

  Today’s award win is the latest in a string of industry recognition for Simplr and its platform. Other honors include:

  • An Honorable Mention in the 2022 Gartner® Magic Quadrant™ for Customer Service BPO
  • A 2022 Excellence in Customer Service Award
  • A Silver Stevie® Award in the Customer Service Outsourcing Provider of the Year category
  • Being recognized as one of the most innovative companies of the year in the December 2021 Best in Biz Awards

  Details about The American Business Awards and the list of 2022 Stevie winners are available at www.StevieAwards.com/ABA.    

  About Simplr

  Simplr is the conversational experience platform for the NOW CX era. The company’s AI-enabled platform unites chatbots and human assistance to deliver instantly scalable premium pre-sale shopping assistance and customer support. The result for Simplr customers is best-in-class experiences throughout the consumer journey, increasing loyalty, satisfaction, and revenue. Simplr is funded by Asurion, which continues to support its growth.

  Find more information about Simplr at https://www.simplr.ai/.

  About the Stevie Awards
  Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.

  Sponsors of The 2022 American Business Awards include HCL America, John Hancock Financial Services, Melissa Sones Consulting, and SoftPro.

• Simplr Wins 2022 Excellence in Customer Service Award (Dec 04, 2022)

  Simplr today announced it has been named a winner in the 2022 Excellence in Customer Service Award presented by Business Intelligence Group. 

  Simplr is disrupting the staid customer support contact center model by offering a combination of a uniquely talented and scalable staffing pool, automation, and AI-based technology, allowing customers to immediately expand their customer service capacity and engage customers with speed, empathy, and precision. The Simplr platform raises revenue conversions by an average of 44% and reduces high-effort customer interactions in half, increasing customer repurchase rates by 7-10%. Current customers include Restaurant Brands International, YETI, and The North Face.

  Recognizing the need to serve their own customers equally as well as the solution does, Simplr has invested heavily in their customer success team (known internally as “partner success”). The organization oversees and ensures the success of Simplr’s customer base. Working closely with Simplr’s customers, they build out highly customized, long-term growth and success plans designed to ensure maximize success when leveraging the Simplr offering while also helping to grow the careers of the individuals at our customer base that we work alongside with on a daily basis. 

  “Simplr was built upon the notion that customer experience is among the most crucial areas of a business when it comes to continued growth and long-term success. That notion also drives how we think about our own customer success team,” said John Gniadek, VP, Partner Success at Simplr. “We are honored to be recognized as one of the leading customer success organizations in the industry, reflecting the incredible amount of hard work and devotion our team invests into ensuring the success of our customers every day.”

  “Customer service professionals and suppliers have had to make significant changes to adopt to our evolving world,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group. “It is our honor to recognize Simplr as they are leading by example and making real progress on improving the daily lives of so many.”

  The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success. Awards were given out to consultants, outsource partners and technology providers for superior performances in the past 12 months.

  About Simplr

  Simplr is the conversational experience platform for the NOW CX era. The company’s AI-enabled platform unites chatbots and human assistance to deliver instantly scalable premium pre-sale shopping assistance and customer support. The result for Simplr customers is best-in-class experiences throughout the consumer journey, increasing loyalty, satisfaction, and revenue. Simplr is funded by Asurion, which continues to support its growth.

  Find more information about Simplr at https://www.simplr.ai/.

  About Business Intelligence Group 

  The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.

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