reduction of ticket handle time
more emails handled daily
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.”
Chief Financial Officer & Chief Operating Officer, CarParts.com
CarParts.com set excellent customer support as a strategic priority to differentiate themselves from their competitors. They had a problem though — several million online customers inevitably generated a large volume of tickets and managing these was proving extremely difficult.
Prior to eDesk, agents were responding to buyer messages directly in each marketplace, dealing with multiple windows and multiple accounts for multiple stores. Not only was the process of answering customer queries a headache for the support team, but measuring and improving customer support response time was a painstaking process for management. Tristan explained,
“You can imagine the volume of incoming customer questions that come from 10 million customers every month. Dealing with each one from either My eBay, Amazon Seller Central or your email service provider gets very messy very quickly. With the company embarking on a strategic initiative to improve its customer service, fixing this operational mess was a priority”.
Carparts.com was searching for a customer support solution to provide a single location for all incoming messages and with its eCommerce focus eDesk captured their attention. Its native integrations with Amazon, eBay and every other major marketplace, along with shopping cart and inventory management software, meant that CarParts.com didn’t need to add apps, plugins or use other programs. eDesk simplified CarParts.com’s customer service process pretty much overnight.
Collaborating with team members is now incredibly easy with eDesk. To loop a teammate into a conversation, agents can simply tag them with eDesk’s “mention” function. The platform creates engagement among team members by clearly displaying all messages in a thread, and allowing agents to see how their fellow team members respond to different messages.
In addition to the collaboration that’s possible with open tickets, eDesk makes it possible to automatically route incoming tickets to the best-suited support agents, making the allocation of team resources completely seamless.
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 using eDesk for only six months, CarParts.com saw an immediate improvement in their key customer support metrics.
Tristan added, “eDesk has greatly improved agent efficiency and boosted productivity, which aids in forecasting and staffing projections.”
eDesk helped CarParts.com to slash their customer support response time by providing a single location for all their incoming messages from every online marketplace they sell on, as well as encouraging teamwork and creating a data-driven culture.