Case Study: Happiest Baby converts 20% of chats into revenue with Simplr

Happiest Baby Converts 20% of Chats into Revenue with Simplr

Happiest Baby Inc, the company behind the SNOO smart sleeper, needed a better way to handle customer inquiries as its support team became overloaded with high-touch sleep and safety questions. To keep quick, transactional questions from waiting too long, Happiest Baby turned to Simplr for faster, more empathetic support across email and live chat.

Simplr provided 24/7 US-based specialists for tier 1 email and live chat, using AI and machine learning to analyze historical tickets and match Happiest Baby’s voice. The result was improved email first response times from about seven to eight hours to within a couple of hours, customer satisfaction returning to 94%, and live chat converting 20% of chats into sales. Simplr also helped Happiest Baby scale smoothly during holiday spikes and launch omnichannel support with confidence.

Happiest Baby Inc

Matthew McCarron

Customer Care Manager