Simplr honored for improving customer service technology

Simplr announced that TMC, a global, integrated media company, has named Simplr’s EngageNow Suite as a 2022 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

The 2022 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social.

“The growing disparity between what customers expect in interactions with a brand and what companies can actually provide is reaching a point of crisis. Quite simply: the old ways of conducting CX–namely relying on outdated BPOs and ineffective chatbots–is doing much more harm than good,” said Daniel Rodriguez, Simplr CMO. “Simplr offers a new path forward, one based on consistently exceeding customer expectations through new and innovative collaborations between humans and bots. We’re honored that CUSTOMER Magazine has recognized that innovation in their annual awards program.”

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Simplr’s EngageNow Suite combines chatbot technology and human agents through an AI-powered platform to deliver higher quality and more agile customer experiences than legacy BPOs. By offering both chatbots and human agents within one integrated, AI-enabled platform, Simplr clients can ensure that every customer inquiry is automatically routed to the channel that will most efficiently and effectively resolve the issue at hand and facilitate greater customer retention and loyalty. Leveraging advanced intent detection and machine learning, the Simplr platform automatically guides either the bot or the human agent to respond to the customer with empathy, accuracy, and precision. Examples include prompts to facilitate better personal rapport or identifying upsell and cross sell opportunities based on the profile of the customer and the context of the interaction. Simplr clients see an average savings of 42% when compared to what they spend with their current bots/BPOs.

“Congratulations to Simplr for receiving a 2022 Customer Experience Innovation Award. The EngageNow Suite has been selected for setting the standard in delivering world-class customer experiences across all channels,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement and know we will continue to great innovation from Simplr in 2023 and beyond.”

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