Case Study: Princess Polly Reduces Phone Volume by 46% with Simplr's 24/7 Live Chat Staffing

Princess Polly Reduces Phone Volume by 46% with Simplr’s 24/7 Live Chat Staffing

Princess Polly, an Australia-based global online fashion boutique, needed help handling growing customer service demand as email queues and phone lines became overwhelmed. The team also wanted to offer the 24/7 live chat support that their customers expected, especially for fast-moving “NOW” shoppers. They partnered with Simplr to add human-staffed chat and email support.

With Simplr’s 24/7 live chat staffing and Human Cloud support, Princess Polly was able to respond faster and move more customers into chat instead of phone. The results included a 46% reduction in phone volume, 90% of chat response times under 30 seconds, a 17% conversion rate on Simplr-assisted purchases, and a 42% higher repeat purchase rate among engaged customers. The solution also improved team morale and made operations more efficient.

Princess Polly

Alex Collis

Director of Operations