of enquiries responded by AI
AI conversations require no human agent
reduction in WISMO and follow-up queries
Subimods is the leading supplier of aftermarket and performance parts for Subaru vehicles in North America. They offer a over a selection of over 10000 parts and accessories for various Subaru models, including the WRX, STI, and Legacy. They are headquartered in Connecticut, United States.
Despite the challenges of delivering Subaru parts that are a mix of in-stock and shipped directly from manufacturer, Subimods managed to successfully achieve high customer satisfaction rates with the help of syncing Macha AI's systems with their order management system.
Subimods operates in a highly competitive market, where staying ahead of the competition requires constant innovation and customer satisfaction. One of the key strategies Subimods employs is offering an extensive range of products. This diverse inventory includes both items that are readily available in their warehouse and others that need to be shipped directly from the manufacturer.
A common scenario for customers involves placing orders that contain a mix of in-stock items and those requiring manufacturer shipment. While in-stock items are shipped quickly, the items sourced directly from manufacturers often have longer lead times, leading to potential anxiety and uncertainty for customers about their order status. The Subimods team knew they needed an innovative solution to ensure their customers are kept informed about the status of their orders, minus the uncertainty.
Subimods integrated Macha AI with their internal order management system. This helped customers identify which items are being shipped from the manufacturer and provided transparent explanations for longer lead times. This enhanced order tracking experience, combined with accurate and timely information on pending items, reduced 'Where is my order?'' (WISMO) tickets by 90%
Subimods specializes in selling highly technical automotive parts, which can sometimes be challenging for customers to navigate when selecting the right components for their Subaru vehicles. Recognizing this need, Subimods has implemented a robust support system that assists customers in making informed decisions. This system effectively handles at least 60% of technical inquiries, guiding customers through the complexities of their choices
When customers seek product advice, Macha AI evaluates all of Corkcicle’s products across various factors—such as style, usage, functionality and more—to recommend the ideal product for each customer.
Subimods aimed to offer their customers the option to cancel certain orders, depending on the type of product and the time elapsed since the order was placed. However, they preferred not to allow customers to cancel orders directly. Instead, they wanted their team to review each cancellation request. The Macha AI team developed a custom workflow that enabled customers to select the items they wished to cancel and submit a cancellation request for the Subimods team to review.
With the Macha AI analytics dashboard, the Subimods team can identify the most common customer queries and proactively suggest solutions as soon as visitors arrive on their website.
AI is one of the greatest achievements of our generation, but it requires the right craftsmanship and maintenance to be effective. The Macha team excels at this. From the start, they helped us integrate AI into our business model, beginning with automating routine customer support tasks like answering common questions. This freed up our team to focus on more complex inquiries without sacrificing customer service.
Macha's team has been responsive, customizing and optimizing their platform to meet our needs. They genuinely listen to our feedback and quickly implement solutions—something rare in today’s fast-paced tech world.
Over 90% of customers expect response times under 10 minutes.
Brands can automate over 60% of their support tickets with AI.
A majority of CX leaders are looking to implement AI in their support processes in a significant way.