Case Study: Paula’s Choice achieves faster, scalable customer support with Simplr

How Paula’s Choice, a Global Beauty Powerhouse, Uses Simplr to Scale a 25-year Legacy of Excellence in Customer Service

Paula’s Choice, a global beauty and skincare brand selling online since 1995, needed a way to scale its customer experience as growth pushed its CX team to capacity. The company wanted to avoid a costly hire-and-fire cycle and was concerned that traditional BPO support might not match its high standards for personalized, education-focused service.

Simplr stepped in to extend Paula’s Choice’s in-house CX team with Simplr Specialists handling customer tickets and email support. The results were strong: average email response time dropped to 57 minutes with a 4.7/5 CSAT, Simplr handled more than 6,000 tickets during the company’s anniversary sale, and it helped clear a 4,000-email backlog after COVID-19—demonstrating that Simplr delivered both scale and quality for Paula’s Choice.

Paula’s Choice

Josh Hamman

Director of Client Services