Drive on.
saved per ticket
Increase in Agent productivity
reduction in ticket response time
Subimods is the leading aftermarket parts provider for Subaru enthusiasts—offering a vast selection of performance, aesthetic, and maintenance upgrades. Their commitment to quality products and exceptional service has made them the go-to destination for Subaru owners. With a passionate customer base that often requires detailed product advice and order support, Subimods needed a scalable, efficient solution to handle increasing customer inquiries.
About Subimods Support
- Support agents: 6
- Avg tickets per month: 4000
- Primary ticket category: Order related
The Challenge
As Subimods grew, so did the complexity and volume of customer support inquiries, spanning product compatibility, order tracking, and installation guidance. With rising demand, their team needed a solution that could streamline responses, reduce wait times, and maintain a seamless customer experience.
To achieve this, they required a way to free up agents for high-value interactions while scaling support efficiently. The answer? Macha AI’s Zendesk AI Agent Assistant.
The Solution
Efficient Support Operations
Macha AI streamlined Subimods' support processes, enabling agents to work more effectively while maintaining high response quality.
Faster Query Resolution
AI-generated responses accelerated the handling of complex inquiries, reducing customer wait times.
Increased Agent Bandwidth
Automating repetitive tasks freed up agents to focus on strategic, high-value support interactions.
Continuous AI Improvement
Macha AI’s team continuously refines the platform based on real user feedback for ongoing optimization.
The Results
By integrating Macha AI, Subimods significantly enhanced their support efficiency, reducing response times and allowing agents to focus on high-value interactions. More than just a tool, Macha AI serves as an evolving support solution, with Subimods working closely with Macha’s AI experts to continuously fine-tune the platform for maximum impact and efficiency.
- Total time saved per month: 2500+ minutes
- Tickets handled per month using Macha AI: 600+
- Number of additional tickets handled by each agent: 200+
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 support. This freed up our team as well as helped us respond to more complex inquiries fast and effectively.
Macha's team has been responsive 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.
Nicholas Nazzaro
Founder & CEO, Subimods10x your Support Agent's speed, quality and efficiency with generative AI
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Over 90% of customers expect response times under 10 minutes.
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Brands can automate over 60% of their support tickets with AI.
80%
A majority of CX leaders are looking to implement AI in their support processes in a significant way.