Overview
With a catalog of more than 17 million aftermarket specialty products for automobiles, boats, campers, and more, a PARTS iD agent needs to be an expert in vehicles and customer experience. The online automotive superstore, which sells everything from wheels to wiper blades, is a one-stop digital commerce platform serving professional mechanics, at-home garage tinkerers, and everyone in between. When the pandemic forced the company’s agents to work from home, PARTS iD turned to CXone Supervisor to gain real-time insights, automated coaching functions, and a single source of truth for agent performance.
