Case Study: Simply Benefits

How QueryPal Transformed Support Operations at Simply Benefits

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Our customer experience is extremely important; we take it very seriously. At Simply Benefits, managing seasonal spikes in support volume was always a challenge. “QueryPal lets us capitalize on operational costs without having to have a significant amount of bench capacity,” they shared. With the ability to “scale up and scale down as needed without worry,” they no longer had to scramble for seasonal hires or compromise on customer experience.

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“If we took QueryPal away now, things would be on fire.”

— Operations Lead, Simply Benefits

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QueryPal seamlessly integrated in under two weeks, quickly becoming an essential tool in the support team’s toolbox. By reducing manual knowledge lookups and streamlining workflows, Simply Benefits empowered their agents to focus on what matters most: delivering exceptional customer experiences.

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Key Outcomes

-Agent workload cut

-No need to hire and train seasonal workforce

-Scale up & down as needed

-Support team reports reduced burnout

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Results

🌟 40% reduction in cost per contact

📉 30–40% decrease in average ticket handling time

📈 62% more tickets managed while staying within SLA commitments

“It raised eyebrows how significantly accurate QueryPal already was early in the trial.”

Looking ahead, Simply Benefits is confident that QueryPal will enable even more self-serve capabilities and automation. “We envision QueryPal enabling full in-app and site capabilities soon,” they shared. For now, it’s clear that QueryPal has already become an indispensable part of the team.