Subimods – leading Subaru Aftermarket Parts Dealer in United States
Ticketing Software: Zendesk
The Challenges:
- Unique WISMO (Where Is My Order) Problem:
Subimods has a unique order tracking problem because some of their products are shipping from their own warehouse and some from their manufacturer directly. This means, customers receive some items from their order within a week and some take much longer
- Cancellation Requests:
Subimonds received lots of cancellation requests due to reasons like ‘Buyers Remorse’ and ‘Wrong Product Ordered’
- Policy Related Queries
They received a sizeable amount of queries around their basic policies and programs like – returns, military discount and rewards program
The Solution: The Macha AI Self Service Widget
WISMO Solution
A simple order tracking system that gives separate delivery statuses for products within a single order along with an AI explanation for why some products have been delivered and some are still under processing
Cancellation Requests:
Leveraged the ‘Manage Orders’ feature that allows customers to modify their order (cancel in this case) if the product status was ‘Unfulfilled’. All “qualified” order cancellation requests started coming into their Zendesk flow in an organised fashion for their support team to process.
Policy Queries Solution:
Our AI chatbot easily answers questions around policies and programs. All they had to do was sync their Zendesk help centre with Macha AI
Success Metrics
- Number of WISMO Requests: 2000+
- Number of Modify Order Requests: 500+
- Number of resolved AI chats: 5000+
- Hours saved by Support Team: 250+