Case Study: ANINE BING boosts 24/7 customer support and faster response times with Simplr

ANINE BING Converts More Customers with 24/7 Live Chat Staffing

ANINE BING, a high-growth luxury fashion brand, needed to deliver a fast, high-touch customer experience for its global community of “Muses,” especially around weekly Tuesday product drops. With customers expecting responses within minutes and limited internal bandwidth to cover nights and weekends, the team struggled to provide the 24/7 support their shoppers wanted. To solve this, ANINE BING partnered with Simplr for live chat staffing and customer support coverage.

Simplr enabled ANINE BING to offer 24/7 staffing and a more VIP shopping experience while working closely with the team to refine messaging and improve service quality. The results were significant: email first response times decreased by 86%, live chat first response times dropped by 95%, and most chats were answered in 90 seconds or less. Simplr also provided useful customer insights, including restock requests, helping ANINE BING further optimize the customer experience.

ANINE BING

Alex Vidaeff

Customer Experience Manager