Simplr Pros and Cons

Training the bot with feedback and also the TAT for response is very quick and mostly to the point Review collected by and hosted on G2.com.

When chat had to be transferred to agents all the questions and answers are not shown to agents. Review collected by and hosted on G2.com.

Interface It is easy to navigate and has wonderful features that actually help to increase the efficiency Review collected by and hosted on G2.com.

Colors combination used on the tool. It is not that important but still looks very oldage. Review collected by and hosted on G2.com.

The fact that it offers the best of service to manage our support channels. Review collected by and hosted on G2.com.

The bot answers most of the questions correct but it can be a bit more intuitive Review collected by and hosted on G2.com.

I love the AI function of Simplr! My customers are well taken care of and the agents are able to really pinpoint my customers' needs quickly with minimal frustration on either end. Review collected by and hosted on G2.com.

So far I have no complaints about the product! Review collected by and hosted on G2.com.

The personal touch you get from your partner success manager is the first thing that comes to mind. For all of 2022 Taylor and the rest of his team have been there for us to talk through onboarding and adding features to investigate the future. Simplr's dedication to quality specialist engagements is another thing that parallels our beliefs as a company. They are always open to any and all feedback and quick to make the proper adjustments. Review collected by and hosted on G2.com.

Honestly, I wish I had the confidence to onboard Simplr much sooner than we did. They have been an excellent partner to work with and calmed any stigmas I had about outsourcing some of our customer services. Review collected by and hosted on G2.com.

Simplr's EngageNow suite ways makes very help. Review collected by and hosted on G2.com.

Needs more improvement on customer acquisition and more easiness to habitate it. Review collected by and hosted on G2.com.

I like the dashboard, it's very easy to use, and I like that we can measure Customer Satisfaction AND Customer effort score. Sometimes understanding how the interaction went isn't as important as understanding how much work it took to get the answer. Review collected by and hosted on G2.com.

The agents might not have all the same access to the systems the on-site agents do, so that might hinder the speed of the answers the agents give, but that's not really a huge setback. The agents can just create a ticket. Review collected by and hosted on G2.com.

Cost-effective customer service platform for 24/7 support Review collected by and hosted on G2.com.

Limited customization, integrations and reporting capabilities Review collected by and hosted on G2.com.

Communication with Simplr, is so easy. The fact I can share feedback and Simplr take immediate action is great.

The ability to scale the Simplr volume based on busy needs is incredible. Review collected by and hosted on G2.com.

We did not use Simplr sooner to help with our ticket volumes. Review collected by and hosted on G2.com.

Simplr has helped me as a Customer Service Manager by taking a vast majority of our online chats as well as our "Tier 1" email tickets. They've given my agents the ability to focus on more complex cases. Simplr agents are fast and efficient at answering chats. Our Simplr representative is always available to meet and answer questions or to help solve problems. Review collected by and hosted on G2.com.

Some Simplr agents are better than others, this can lead to negative reviews from our customers. However, once an issue is flagged with our Simplr rep these agents are coached, and most often, it's a one-time situation. Review collected by and hosted on G2.com.