Simple
Simpel offers affordable SIM-only mobile phone plans that customers can tailor to their needs. This gives them maximum control over their monthly phone expenses. To provide excellent multichannel customer support, Simpel collaborates with ContactCare.
Simpel sells low-cost SIM-only subscriptions for mobile phones that can be customised. This gives customers maximum control over their monthly phone expenses. For outsourcing its multichannel customer contact, Simpel collaborates with ContactCare.
The customer at the centre of every channel
Simpel aims to make things easy for its customers. Not only by being accessible and straightforward, but also by deploying various channels. With this multichannel strategy, customers choose how they prefer to get in touch. Simpel, together with ContactCare, serves its customers via email, phone, and WhatsApp.
“The collaboration with ContactCare has significantly increased the conversion from prospect to customer. I am very satisfied with the partnership, and we will further expand it where possible."
Jasper de Rooij, General Manager at Simpel
The power of two
Simpel's customer service is partly managed by the company itself, partly by ContactCare, and another external party. They have consciously chosen to outsource part of the customer service to two parties due to greater scalability, flexibility, and quality.
Together with the external party, we ensure that we keep each other on our toes, stay on top of processes and improvements, and continuously monitor quality. This allows Simpel to optimise its accessibility and maintain high customer satisfaction.
By outsourcing customer contact in collaboration with ContactCare, Simpel has achieved lower acquisition costs and a 10 to 25% increase in sales.
"By outsourcing customer contact in collaboration with ContactCare, Simpel has achieved lower acquisition costs and a 10 to 25% increase in sales."
Training of agents in collaboration with Simpel
Jasper Meerding, founder of ContactCare, states that ContactCare's agents are continuously trained and, in close cooperation with Simpel, are kept informed about the latest developments. Staying sharp in the conversations agents have, providing them with the right information in a timely manner, and raising awareness of their important role in conversion and thereby determining the success of the customer are essential focus points for ContactCare.
