Automotive retailer

High level customer service for a leading automotive retailer

Written by:

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

98% CSAT

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.”