Case Study: Optoro Improves Customer Loyalty with Simplr

Optoro - Customer Case Study

Optoro, an e-commerce company focused on making retail more sustainable by reducing returns waste, needed a way to scale customer support without sacrificing quality. As their business grew across Blinq.com and Bulq.com, the team faced the challenge of maintaining a fast, customer-first experience—especially after hours, on weekends, and holidays—while protecting the quality of their internal support operations.

By working with Simplr, Optoro expanded coverage for nights, weekends, and holidays and quickly ramped the support team using macros and brand guidance. Simplr helped reduce Optoro’s email first response time to 30 minutes, improved the customer experience with faster answers, and eased the burden on internal agents, helping increase customer satisfaction and loyalty.

Optoro

Bridget Allen

Customer Care Manager