Case Study: ’47 reduces email response time with Simplr

'47 - How retail stalwart '47 is coming after digitally-native brands with top-tier customer service

'47, a $200 million sports apparel retailer, faced a significant challenge where its rapid e-commerce growth outpaced its small customer service team's ability to respond to inquiries. This led to unmanageable email backlogs, especially during high-volume events like a product launch with Carhartt. To maintain its standard of excellence and gain a competitive edge, '47 partnered with the vendor Simplr to handle the influx of customer service tickets.

Simplr implemented its network of U.S.-based Specialists to quickly manage a portion of the email inquiries. The results were transformative: '47 achieved a 79% decrease in first response time, eliminated its ticket backlog, and earned a 93% customer satisfaction score. The partnership with Simplr provided critical bandwidth for the internal team and delivered valuable customer service insights, all with a transparent and cost-effective model that required no startup fees.

'47

Peggy Baker

Consumer Experience Lead