{"id":19059,"date":"2026-09-09T10:37:22","date_gmt":"2026-09-09T15:37:22","guid":{"rendered":"https:\/\/www.partstown.com\/about-us\/?p=19059"},"modified":"2026-09-09T10:37:22","modified_gmt":"2026-09-09T15:37:22","slug":"redefining-customer-experience-at-parts-town","status":"publish","type":"post","link":"https:\/\/www.partstown.com\/about-us\/redefining-customer-experience-at-parts-town","title":{"rendered":"Redefining Customer Experience at Parts Town"},"content":{"rendered":"<p id=\"p-rc_abf10fe430ee1aed-388\" data-path-to-node=\"1\"><span data-path-to-node=\"1,0\">When most people think of customer experience (CX), they think of a standard customer service call center<\/span><span data-path-to-node=\"1,2\">. In a recent thought leadership interview, Parts Town&#8217;s Head of the Customer, Kelly Smith, breaks down why their approach goes far beyond traditional support<\/span><span data-path-to-node=\"1,4\">.<\/span><\/p>\n<p data-path-to-node=\"2\">Here are the key takeaways:<\/p>\n<ul>\n<li id=\"p-rc_abf10fe430ee1aed-389\" data-path-to-node=\"3,0,0\"><span data-path-to-node=\"3,0,0,0\"><b data-path-to-node=\"3,0,0,0\" data-index-in-node=\"0\">Every Role Matters:<\/b> CX isn&#8217;t just for front-line agents; every single department and role at Parts Town impacts the customer journey<\/span><span data-path-to-node=\"3,0,0,2\">.<\/span><\/li>\n<li id=\"p-rc_abf10fe430ee1aed-390\" data-path-to-node=\"3,1,0\"><span data-path-to-node=\"3,1,0,0\"><b data-path-to-node=\"3,1,0,0\" data-index-in-node=\"0\">High-Tech Meets High-Touch:<\/b> While advanced tools like Snap-Scan and part predictors help customers find answers fast<\/span><span data-path-to-node=\"3,1,0,2\">, Parts Town guarantees a live person answers every call within three rings<\/span><span data-path-to-node=\"3,1,0,4\">. They even celebrate personal customer milestones like birthdays and new homes<\/span><span data-path-to-node=\"3,1,0,6\">.<\/span><\/li>\n<li id=\"p-rc_abf10fe430ee1aed-391\" data-path-to-node=\"3,2,0\"><span data-path-to-node=\"3,2,0,0\"><b data-path-to-node=\"3,2,0,0\" data-index-in-node=\"0\">Continuous Listening:<\/b> Kelly personally reads every online review, while dedicated teams analyze survey data and walk through processes firsthand to catch patterns and fix friction points<\/span><span data-path-to-node=\"3,2,0,2\">.<\/span><\/li>\n<li id=\"p-rc_abf10fe430ee1aed-392\" data-path-to-node=\"3,3,0\"><span data-path-to-node=\"3,3,0,0\"><b data-path-to-node=\"3,3,0,0\" data-index-in-node=\"0\">The Real Mission:<\/b> Speed is important, but true problem-solving matters more<\/span><span data-path-to-node=\"3,3,0,2\">. As Kelly puts it: <i data-path-to-node=\"3,3,0,2\" data-index-in-node=\"20\">\u201cThe part isn&#8217;t the end goal. Getting their equipment and their business up and running is.\u201d<\/i><\/span><\/li>\n<\/ul>\n<p id=\"p-rc_abf10fe430ee1aed-393\" data-path-to-node=\"4\"><span data-path-to-node=\"4,0\">Watch the full interview <a class=\"ng-star-inserted\" href=\"https:\/\/youtu.be\/5Awcs0A3LO8\" target=\"_blank\" rel=\"noopener\" data-hveid=\"8\">here on YouTube<\/a><\/span><span data-path-to-node=\"4,2\">.<\/span><\/p>\n<p><a href=\"https:\/\/www.youtube.com\/watch?v=5Awcs0A3LO8\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-19063 \" src=\"https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-1024x576.png\" alt=\"\" width=\"636\" height=\"358\" srcset=\"https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-1024x576.png 1024w, https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-300x169.png 300w, https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-768x432.png 768w, https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-1536x864.png 1536w, https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1-400x225.png 400w, https:\/\/www.partstown.com\/about-us\/wp-content\/uploads\/2026\/09\/Thumbnail-1.png 1920w\" sizes=\"auto, (max-width: 636px) 100vw, 636px\" \/><\/a><\/p>\n<p data-path-to-node=\"4\">\n","protected":false},"excerpt":{"rendered":"<p>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&#8217;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&#8217;t just for front-line agents; [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":19061,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1773],"tags":[],"class_list":["post-19059","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-thought-leadership","wpautop"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Redefining Customer Experience at Parts Town - Parts Town<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.partstown.com\/about-us\/redefining-customer-experience-at-parts-town\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Redefining Customer Experience at Parts Town - Parts Town\" \/>\n<meta property=\"og:description\" content=\"When most people think of customer experience (CX), they think of a standard customer service call center. 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