ATP Autoteile GmbH is one of the leading European e-commerce platforms in the automotive aftermarket. It specializes in the sale of automotive spare and wear parts as well as automotive accessories. With a range of over 800,000 automotive parts, the company has already gained more than four million satisfied customers. The company has developed from an owner-managed family business into a wholly-owned German subsidiary of the Swiss Automotive Group (SAG) in international automotive e-commerce.
ATP Autoteile Relies on Virtual Assistant from Spitch for Improved Customer Service
Increased Customer Satisfaction, Relief in Customer Service, Shorter Processing Times.
- Understanding and Assignment Rate: over 86% accuracy
- Average Handling Time per Call (AHT): reduced by 10%
- Customer Acceptance Rate: 90%
Challenge:
ATP, a leading car parts retailer, dispatches up to 16,000 parcels a day and employs over 300 people. With order volumes growing rapidly due to ever-increasing demand, ATP faced the need to increase efficiency of their customer telephone inquiries processing without compromising on quality. Conventional methods led to long waiting times and inefficient data entry, which put a strain on both customers and service staff.
Solution:
ATP Autoteile has introduced the Spitch Virtual Assistant (VA) to make customer service more efficient. The VA, which ATP calls “Gatekeeper”, answers calls, collects relevant data in natural language, and connects the caller to a service employee. This significantly reduces the waiting time for the service employee, who previously had to wait for the customer to find the necessary information. Now it is no longer the person who waits patiently for the information, but the AI-powered Gatekeeper. All the necessary information is then displayed to the service employee at the start of the call.
Benefits:
- Increased Customer Satisfaction: The VA optimizes customer request handling through instant call acceptance and efficient data processing, understanding over 86% of requests immediately, and thus significantly increasing the speed of customer service.
- Relief for Customer Service Employees: The VA has been positively received by 90% of customers and significantly relieved the burden on customer service staff. Employees can now concentrate on challenging inquiries and effectively reduce routine tasks.
- Increased Efficiency in Customer Service: The average handling time per call (AHT) was reduced by 10%.
- Future Developments: Functional enhancements and integration with CRM systems are planned to further increase efficiency, optimize customer service, and improve customer experience.
