Case Study: Parachute Home achieves 40% cost reduction with Simplr

Parachute Home Achieves 40% Cost Reduction with Simplr’s Pay-Per-Resolution Model

Parachute Home, a premium bedding and home goods retailer with both e-commerce and physical stores, needed a way to scale its online customer support efficiently as demand for great digital experiences grew. To meet that challenge, Parachute Home partnered with Simplr in 2019 and used Simplr’s customer support service to improve responsiveness while controlling costs.

With Simplr’s pay-per-resolution model, Parachute Home significantly improved support performance and efficiency. The partnership delivered a 40% reduction in cost-per-resolution, a 10% increase in customer satisfaction score, and 95% of emails answered within 24 hours, helping Parachute Home deliver best-in-class service without paying for downtime.

Parachute Home