Case Study: Winparts boosts conversion to 15% with CM.com Mobile Service Cloud

Winparts boosts conversion to 15% with CM.com

Winparts, an online retailer of car parts operating in seven countries, faced the challenge of managing a high volume of international customer contact efficiently while maintaining its reputation for personal and excellent service. To handle this growth and adapt to varying customer communication preferences across different countries, they implemented CM.com's Mobile Service Cloud.

CM.com's solution provided a single dashboard to seamlessly manage all customer interactions via phone, email, and live chat. The implementation of live chat, supported by employee avatars for a personal touch, was particularly impactful. This resulted in a doubling of customer contact volume and a dramatic increase in their conversion rate from 4% to 15%. Additionally, customer satisfaction ratings improved from 8.5 to 9.1.

Winparts