Becker

The full story

What does your company do?

We are an e-commerce company specializing in car spare parts and accessories for a wide range of vehicle brands and models. Our goal is to make it easy and affordable for customers to find the right parts for their cars online. We are a team of 20 employees in total, with 5 active users in Herodesk working daily with customer communication and support.

What is the goal of your business?

Our mission is to make car repairs more affordable and accessible for everyday car owners. We want to help customers save money by making it easier to purchase the correct spare parts online at competitive prices.

In the long term, we also want to create closer partnerships with workshops and mechanics. Our vision is to build a solution where car owners can simply search using their license plate number and instantly see estimated repair costs, including both labor and spare parts. We believe this can create more transparency and make the repair process easier and more trustworthy for customers.

Why did you choose Herodesk?

For a long time, we were looking for a customer service platform that could bring all of our communication channels together in one place. Before Herodesk, it was difficult to manage conversations efficiently across multiple inboxes and platforms.

Herodesk gave us a much better overview and made it easier for our team to collaborate around customer inquiries. The platform is intuitive, efficient, and fits well with the way we work as an online business with a strong focus on customer support.

What is your favorite feature in Herodesk?

The biggest advantage for us is having all customer communication gathered in one system. It removes the need to constantly switch between multiple channels and reduces the risk of duplicate work or missed messages.

We also really value the ability to assign conversations and tasks between employees. Compared to traditional email platforms like Outlook, it creates a much better workflow internally and gives everyone a clearer overview of who is responsible for each case. This helps us respond faster and work more efficiently as a team.

How does Herodesk make your daily life easier?

We communicate with our customers exclusively through email and chat, meaning we do not have phone support or a physical store. Because of this, having a strong overview of all customer communication in one platform is extremely important for us.

Herodesk helps us stay organized, prioritize inquiries, and ensure customers receive fast and helpful responses. It has become an essential tool in our daily customer service operations and allows us to deliver a much better customer experience overall.