INDUSTRY

Vehicle Repair and Maintenance

HEADQUARTERS

Nairobi, Kenya

Favorite Features

  • Canned responses
  • Automation workflows
  • WhatsApp and Facebook integration
PRODUCTS USED
  • Freshdesk
  • Freshchat
Quick summary:

In the heart of a dynamic and ever-evolving industry, AutoXpress, a prominent retailer in the East African automotive market, faced challenges with traditional customer engagement methods, especially in managing diverse social media channels and local business management tools. As the industry rapidly expanded, conventional strategies fell short. Freshworks emerged as the solution, offering a unified umbrella for social media integration. This transformative journey resulted in a 70% surge in customer engagement and faster response times over time. The digital overhaul streamlined operations, fostering collaboration among agents and consolidating communication channels. Integrating WhatsApp and Google My Business showcased outstanding results in optimizing support services.

70%
increase in Customer
Engagement
Enhanced response times
Intelliassign
Streamlined ticket management
through Whatsapp integration
 
About AutoXpress:

AutoXpress, a leading automotive retailer, has been serving customers across the African region for more than a decade. With over 65 outlets established across Kenya, Tanzania, Rwanda, and Uganda, AutoXpress operates within the dynamic sector of vehicle repair and maintenance, employing a substantial workforce of just under 1000 employees. They offer a wide range of automotive products and services, including tires, batteries, and vehicle maintenance. Their commitment to customer satisfaction and quality service makes them a standout player in the industry.

 
The Challenge

AutoXpress identified the need to handle the surging volume of social media inquiries more effectively than the previous customer service system. Additionally, emphasizing efficient and swift customer service became a top priority to enhance customer satisfaction and loyalty. The challenges of managing social media inquiries and coordinating a geographically dispersed team, as well as integrating diverse communication channels, necessitated a strategic change.

 
The Solution

Freshworks transformed AutoXpress's customer service landscape, shifting from fragmented systems to a unified customer support solution. Scattered inquiries, which once caused delays, are now swiftly tackled through Canned Responses, supercharging agent productivity. Additionally, Automation streamlined ticket management, and Intelliassign improved response times. The platform enables users to seamlessly send various media types, including images, PDFs, links, and directions, across popular social channels such as Facebook, WhatsApp, Instagram, and Google My Business, resulting in improved efficiency with Freshworks.

“We've seen significant reductions in response times, more organized ticket management, and quicker query resolutions. Freshdesk's reporting capabilities allow us to track our performance, empowering us to focus on areas that need improvement.”

Henna Henna
Henna Shah

Head of Customer Experience

AutoXpress

 
The Impact

Freshworks, with its WhatsApp integration and seamless service, streamlined AutoXpress's operations, reducing response times, organizing ticket management, and accelerating query resolutions, significantly enhancing customer engagement by 70% over time. AutoXpress is a testament to how a business can transform customer support, propelling engagement to new heights through efficiency, fostering growth, and steering digital transformation.

“"Freshworks’ ticketing solution enabled us to have an overview of the volume of inquiries coming through and respond to them with a full view of the customer interaction. Integrating WhatsApp, Facebook, and Google My Business into Freshworks broadened our spectrum of communication channels”

Henna Henna
Henna Shah

Head of Customer Experience

AutoXpress