Case Study: SONJA by Sonja Morgan handles seasonal volume with Simplr

SONJA - Customer Case Study

SONJA by Sonja Morgan, an apparel brand, faced a significant challenge in managing the seasonal spikes in customer service inquiries driven by the airing of the Real Housewives of New York City. Their two-person in-house team was overwhelmed, unable to provide the desired 24/7 coverage, especially on nights and weekends. This prompted the company's e-commerce agency, Eleven Commerce, to seek a solution from the vendor Simplr.

The solution implemented was Simplr’s 24/7, US-based customer support team, which integrated seamlessly with the brand's Gorgias helpdesk on Shopify. As a result, the in-house team was freed to focus on other KPIs, customer service was streamlined, and response times improved. This built greater trust with customers and directly contributed to an increase in sales volume for the brand.

SONJA

Sonja Morgan

Founder