Case Study: Ative Group achieves higher Amazon rankings and scalable customer service with Simplr

Meeting Amazon's expectations for stellar customer service equals higher rankings and increased sales, but a slip in any area can negatively impact sales

The customer, Ative Group, is a multi-brand e-commerce holding company that faced two primary challenges: scaling its customer service across email, chat, and social media during periods of high volume, and maintaining the high seller ratings required by Amazon Marketplace. To address these issues, they partnered with the vendor Simplr to manage their customer support.

Simplr implemented its network of 24/7 Simplr Specialists to handle customer inquiries with speed and empathy. This solution allowed Ative to seamlessly manage a 20x increase in customer volume while maintaining its high seller ratings. The partnership provided measurable results, including the ability to scale service across multiple channels and superior first response times that prevented penalties from Amazon.

Ative Group

Kevin Wang

Director of E-Commerce