Written by:
High level customer service for a leading automotive retailer
Alisa Roskovshenko
Head of Operations Department
Case Study
Company Bio:
Our client, is one of Europe’s leading online retailers of automotive spare parts and accessories.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation, Multilingual Support, Technical Support
Industry: E-Commerce, Automotive
Support Model: AI-assisted, human-led customer support
HQ: Berlin, Germany
Size: 1000+ employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Pexly was entrusted with supporting the company in delivering high-quality customer service across voice, chat, and email channels, minimizing follow-ups and improving overall customer experience. To achieve this, Pexly needed to build and manage a structured team of 20 German-speaking agents, supported by a dedicated Team Lead, Quality Specialist, and Project Manager. A key challenge was adopting the client’s processes through an initial “train-the-trainer” approach, and then successfully replicating this knowledge across all future agent batches while maintaining consistent quality and performance standards.
Omnichannel Excellence
Process Adoption & Replication
Team Structuring
Tasked with delivering high-quality customer service across voice, chat, and email channels to improve the overall customer experience
Needed to adopt client processes via a “train-the-trainer” model and successfully replicate this knowledge across future agent batches
Required building and managing a structured team of 20 German-speaking agents alongside leadership roles
The Outcome:
Pexly successfully delivered stable and high-performing customer support operations for the company, consistently maintaining high CSAT, productivity levels, and excellent first contact resolution rates, ensuring efficient and customer-focused service. A key achievement of the project is long-term team stability, as many agents remain on the project for over 2 years, demonstrating strong engagement, deep product knowledge, and high loyalty.
- Stable & High-Performing Operations: Consistently maintained high productivity, excellent first contact resolution rates, and customer-focused service
- Long-Term Retention: Cultivated deep product knowledge and strong engagement, keeping many agents on the project for over three years
Customer Support Quality Score
Customer Satisfaction
Productivity
Client Testimonial:
“Pexly has become a trusted extension of our customer support organization, delivering scalable omnichannel support that combines human expertise with AI-driven customer service while maintaining the exceptional experience MacPaw customers expect.”
