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CUSTOMER STORIES

How eDesk helped Q-Parts24 achieve 24-hour SLA and drive positive feedback

Increased positive reviews

on Ebay, Amazon & Google

24-hour

response time SLAs achieved

50 tickets

per person managed per day

COMPANY
Versatile online shop for cheap car parts and car accessories.  

WEBSITE
www.qp24.de

HEADQUARTERS
Germany

INDUSTRY
Automotive

SELLING PLATFORMS
Own website, eBay, Amazon, Google

SOLUTIONS
eDesk, Feedback

CUSTOMER SINCE
2018

FAVORITE FEATURES
Customer View
Smart Inbox

Q-PARTS24

Q-Parts24 is an online auto company that specializes in good value high-quality spare parts for all well-known vehicle brands. Founded in 2007, the company provides replacement products to customers across Europe for new and used car brands such as BMW, Mercedes-Benz, Volkswagen and Opel.

Ratings went back up after being able to manage all the negative tickets in one place.

“I’m really happy with our smooth operations which are now more transparent and straightforward. Ratings went back up after being able to manage all the negative tickets in one place. It was much easier and quicker.”

Marion von der Brelie

Team Leader Customer Support, Q-Parts24

THE PROBLEM

Prior to adopting eDesk Q-Parts24 – a provider of automotive parts ranging from brake disks to shock absorbers – was facing a critical challenge, with inefficient Customer Service threatening brand growth.

The company received a constant stream of queries from buyers, but their existing customer support processes were not fit for purpose when it came to building customer context and supporting multi-channel customer queries.

Files were not being saved, and messages were not effectively transferred to sales managers. Furthermore, the absence of an email address search feature in their legacy system  made it difficult to track the entire email chain of a customer query. The lack of a complete picture made it impossible to respond promptly to follow-up requests, as agents did not have adequate data to support customers. This could lead to customers being asked repetitive questions by different agents, or key details being missed out leading to a growing number of bad reviews.

THE SOLUTION

To improve their reputation and address the issues with their customer support, Q-Parts24 sought a powerful customer support solution that could supercharge their support team’s capabilities. As the brand expanded its webstore into other marketplaces, they needed a solution that could seamlessly integrate all their systems.

eDesk, with its focus on supporting multi-channel eCommerce brands, emerged as the ideal solution for Q-Parts24. The platform’s comprehensive functionality quickly transformed their operations, allowing for smooth coordination across all systems.

By centralizing data from multiple channels into an intuitive real-time dashboard, eDesk ensured that all customer queries and relevant order details were consolidated in one place. The Smart Inbox feature automatically grouped, prioritized, and assigned customer queries, ensuring that the right people had access to the right information at the right time.

With a simplified and searchable view of the buyer’s journey at their fingertips, Q-Parts24’s customer support agents gained the ability to swiftly and effortlessly resolve customer queries. The implementation of eDesk helped them streamline their support processes, boost productivity, and ultimately increase sales.

THE RESULTS

Leveraging eDesk, Q-Parts24 witnessed a surge in positive reviews on popular marketplaces such as eBay, Amazon, and Google. The enhanced customer support experience contributed to improved customer satisfaction and loyalty.

With the efficiency brought about by eDesk, Q-Parts24 successfully met their 24-hour response time Service Level Agreements (SLAs). This ensured prompt and timely assistance to their customers, further enhancing their reputation.

Q-Parts24’s customer support team achieved remarkable efficiency by managing an impressive average of 50 tickets per person each day. This high productivity enabled them to handle a large volume of customer queries effectively.

By leveraging eDesk, Q-Parts24 not only maintained extraordinary customer support but also unlocked their brand’s potential in the fiercely competitive eCommerce market. As their support team expanded from a single member to seven, they continued to receive rave reviews for their exceptional service.

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