A better service experience with Desk.com
Fast-growing businesses need to stay cool under pressure. So when 1-800 Radiator & A/C, Inc., the largest independent automotive parts distributor in the U.S., saw an opportunity to streamline and scale their customer service, they took action — with Desk.com.
A streamlined approach to customer support
With sales topping 1,000,000 radiators annually via 200+ franchise locations, 1-800 Radiator & A/C, Inc. needed to make agents more productive and data more accessible. “We chose Desk.com for its easy set up, intuitive interface, and ability to scale through growth. It allowed us to improve our customer service levels,” says Mark Nason, Vice President of Operations.
Today the automotive company’s 24 full time and 50 flex-time support agents use Desk.com to route tickets, resolve customer service inquiries, and manage knowledge base content for internal and external use. Information from Desk.com is easily shared with all departments so everyone has 360-degree customer views. And with Desk.com’s Business Insights, the company has a better view into support team performance and its overall business, and can look at aging tickets to improve resolution times.
1-800 Radiator & A/C, Inc. also helps customers solve their own issues. By tagging cases, agents can easily identify issues that need FAQs. A Desk.com-powered support portal shares this information with customers and automatically connects them with customer service and franchise support representatives. The branded portal is integrated with the company’s point-of-sale system to give users a fast, seamless experience.
Fewer calls, happier customers
Since introducing a support portal, 1-800 Radiator & A/C, Inc. has reduced support phone calls by 30%, freeing agents to spend more time on support inquiries and other efforts — including upselling. Yes, agents are empowered to act as sales team and help drive the business forward. Business Insights data helps the company continually improve knowledge base content and further shorten resolution times. Nason says, “With Desk.com, we’re growing our business and keeping customers happy. It’s a win-win.”