Case Study: Tecovas reduces response time by 50% with Simplr

Tecovas Responds to Customers Faster with Simplr

Tecovas, the handmade leather boot brand, was struggling with a growing customer support backlog in 2018 as email requests piled up and small support team members were working late into the night to keep up. The company needed help scaling customer service across more channels without losing the quality and authenticity of its brand, and turned to Simplr for outsourced customer support.

Simplr quickly stepped in to handle the majority of incoming tickets within two weeks, while also adding a business-hours phone line and website chat support for Tecovas. With Simplr, Tecovas cut response times by 50%, eliminated its backlog, and gained overnight and weekend coverage to better support customers around the clock.

Tecovas

Summer Bridwell

Customer Experience Manager