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CUSTOMER STORIES
Reduction in ticket handling time
Increase in emails handled daily
COMPANY
CarParts.com is a leading American online provider of aftermarket auto parts
WEBSITE
www.carparts.com
HEADQUARTERS
US
INDUSTRY
Automotive
SELLING PLATFORMS
Own website, eBay, Amazon
SOLUTIONS
eDesk, Feedback
CUSTOMER SINCE
2019
FAVORITE FEATURES
Automations/AI
Centralized Inbox
Reporting
CarParts.com is an eCommerce giant in the automobile aftermarket industry. Through the company’s network of websites, they reach approximately 60 million annual unique visitors and fulfill approximately 3.5 million orders per year, so a well-functioning online operation with minimal customer support response time is critical to the success of the company.
“eDesk has consolidated all of our individual messaging platforms into one centralized mailbox. Now each issue comes in as one ticket, so we no longer have to dig through multiple inboxes and threads.”
David Meniane
Chief Financial Officer & Chief Operating Officer, CarParts.com
CarParts.com, an eCommerce leader in the automobile aftermarket industry, serves approximately 60 million annual unique visitors and fulfills around 3.5 million orders per year. Providing exceptional customer service was a strategic priority to differentiate from competitors. However, managing the high volume of customer inquiries across multiple platforms proved challenging.
Before implementing eDesk, agents responded to buyer messages directly within each marketplace, juggling multiple windows and accounts for various stores. This fragmented approach made it difficult to efficiently manage customer interactions and hindered the ability to measure and improve customer support metrics effectively.
Seeking a unified customer support platform, CarParts.com turned to eDesk for its eCommerce-focused solutions. eDesk’s native integrations with major marketplaces like Amazon and eBay, along with shopping cart and inventory management software, allowed CarParts.com to consolidate all messaging platforms into one centralized inbox.
This centralization enabled agents to manage customer interactions more efficiently, reducing the need to navigate multiple inboxes and threads. The platform’s collaboration features, such as the “mention” function, facilitated seamless teamwork by allowing agents to tag teammates and view message threads collectively.
eDesk’s automation capabilities further streamlined operations. Incoming tickets were automatically routed to the most suitable support agents, optimizing resource allocation. The “magic button” feature leveraged AI to suggest personalized responses based on millions of customer support interactions, enabling agents to respond quickly to common queries.
Additionally, eDesk’s reporting tools provided CarParts.com with insightful analytics, empowering team leads to make data-driven decisions to enhance service efficiency and customer satisfaction.
Being data-driven is imperative for large eCommerce companies at the top of their game and CarParts.com is no different. eDesk’s dashboards and reporting have become a fundamental resource for their team leads, empowering them with much more informative reports that they’re able to utilize to help the company grow
One of the unique time-saving features that attracted CarParts.com to eDesk is the magic button feature. eDesk’s AI analyzes millions of customer support interactions to suggest a personalized response that’s ready to be sent in just one click, the magic button!
Some tickets require a bit more delving into in order to resolve, and in those instances, agents can respond manually. It’s very often the case, however, that customer support queries are similar in nature and typing out the same response, again and again, is a tiresome chore that eDesk eliminates in seconds!
Users can personalize eDesk’s automation features to each business’ needs like a glove. CarParts.com did exactly this. eDesk’s smart features auto-predict your text so you can easily set up templates and use “snippets” to pull in your customers’ names, order numbers, etc. This helps the team work much more efficiently and ensure they respond to customers in a timely manner.
After six months of utilizing eDesk, CarParts.com experienced significant improvements in customer support performance:
These enhancements in response time optimization and customer service improvement underscored the effectiveness of eDesk’s customer support platform in elevating service efficiency and improving customer interaction.
For more insights on optimizing auto parts eCommerce support, explore the ultimate guide to auto parts eCommerce support.
To learn how eDesk assists other eCommerce businesses, read the Q-Parts24 customer story.
Interested in our solutions? See eDesk pricing options.
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