Redefining Customer Experience at Parts Town

When most people think of customer experience (CX), they think of a standard customer service call center. In a recent thought leadership interview, Parts Town’s Head of the Customer, Kelly Smith, breaks down why their approach goes far beyond traditional support.

Here are the key takeaways:

• Every Role Matters: CX isn’t just for front-line agents; every single department and role at Parts Town impacts the customer journey.


• High-Tech Meets High-Touch: While advanced tools like Snap-Scan and part predictors help customers find answers fast, Parts Town guarantees a live person answers every call within three rings. They even celebrate personal customer milestones like birthdays and new homes.


• Continuous Listening: Kelly personally reads every online review, while dedicated teams analyze survey data and walk through processes firsthand to catch patterns and fix friction points.


• The Real Mission: Speed is important, but true problem-solving matters more. As Kelly puts it: “The part isn’t the end goal. Getting their equipment and their business up and running is.”

Watch the full interview here on YouTube.