FC-Moto is one of Europe's leading providers of motorcycle apparel and accessories. With its strong e-commerce business, the company is a top destination for riders worldwide. But rapid growth also brought customer service challenges.
Maria Gomez, Customer Service Manager at FC-Moto, describes the starting point:
"Our service team handled hundreds of requests manually every day. On peak days like Black Friday, we were close to collapse – waiting times of up to 96 hours weren't unusual."
The challenge: e-commerce customer service at its limit
Like many e-commerce companies, FC-Moto faced rising request volumes that overloaded support. Standard questions about orders, returns or cancellations came up especially often.
Baseline figures (before Ticket Automation)
- First reply time: 22.3 hours
- First resolution time: 19.1 hours
- Full resolution time: 23.9 hours
- Cost per ticket: €2.00
- Customer waiting times: up to 96.7 hours
Service quality suffered, and customer satisfaction was at risk. It was clear: a smart automation solution was needed.
The solution: Ticket Automation from melibo
In September 2024, FC-Moto chose melibo's Ticket Automation – seamlessly integrated with Zendesk. The solution was live after just 20 days.
Automated processes
- Order status
- Cancellations
- Product recommendations
- Complaints
Thanks to AI-powered automation, over 60% of all tickets are now handled automatically, many of them without any agent involvement. The support team can now focus on complex and revenue-relevant requests.
The results: faster answers, lower costs, happier customers
Improvements after introducing Ticket Automation
- First reply time: from 22.3 hours → 10 minutes
- Full resolution time: from 23.9 hours → 17 hours
- Automation rate: approx. 60–65%
- Cost per ticket: from €2.00 → €0.30
- Cost reduction: approx. 85%
- Automated tickets (2025 so far): 69,703
Further effects
- Savings of at least one full-time employee.
- 12% more tickets handled than the previous year – at lower cost.
- Monthly savings: around €15,400.
- Chatbot recognition rate: 93%.
"Our customers now get faster answers and higher service quality – and we save massively on costs at the same time. That's a win-win for everyone," says Maria Gomez.
Time and resource benefits in e-commerce customer service
Through automation, FC-Moto not only cut costs but also drastically reduced its internal workload. Employees are relieved and can focus on requests that really need expertise.
Conclusion & outlook
With melibo's Ticket Automation, FC-Moto has optimized its e-commerce customer service for the long term:
- Customers benefit from up to 82% faster response times.
- The support team is relieved and can focus on complex requests.
- The company saves costs while improving service quality.
