Ensure customer questions are addressed comprehensively and rapidly, first time. With a suite of collaboration tools you can manually and automatically loop in and track responses from your colleagues.
No more confusion on who’s answering what. Create a more efficient workflow on your support teams by using our AI-powered agent routing. Automatically route messages to teammates based on channel, message type, time of day, and more.
INTERNAL SHARING
When a customer service agent needs help from a colleague, they can quickly @mention them in the ticket to loop them into the conversation, keeping a thread of all communication, increasing context provided and accuracy of responses.
SHARE FEATURE
With eDesk’s Internal Share feature, agents can also invite colleagues who don’t have an eDesk account to join the conversation, ensuring that everyone is up to speed on the initial query and any previous responses. This gives the whole business the means to provide great customer support.
EXTERNAL SHARING
In some cases, a customer service agent may need to escalate an issue to a third party, such as a courier or supplier. Easily share the ticket with any external party, giving them access to the full conversation context and, if enabled, the customer’s order information. This centralizes communication and ensures that everyone involved in the support process is aligned and able to provide a resolution quickly.
Set your SLAs and give your team realistic targets for responding to customers.
Create personalized filters so that you and your team can address messages more seamlessly.
Improve reporting and mailbox filtering by labelling, grouping, and organizing your tickets.
See your customers, orders, tickets, tracking numbers, total order value, and more all in one place.
Let customers easily find the answers they seek by building your own self-service help center.
With 250+ integrations, eDesk lets you connect anywhere, all from one smart inbox.
Connect one phone number with your eDesk to allow your customer service agents to make and receive calls.
Easily share tickets with external parties, such as suppliers and shipping carriers.
The best customer based system we’ve ever had!
eDesk gives what we want. The messaging system is very easy to use. I love the idea that you can set the system to automatically assign people in tickets. The email composition is very easy and the filters are awesome! Plus, the eDesk team is easy to be communicated. 🙂 Thank you very much!
Edgardo Amar | June 2017
Improved efficiency through automated ticket assignment boosts productivity and customer satisfaction.
“With eDesk we have managed to reduce our second line response team in a way that helps the company really grow. Even with more marketplaces being introduced, we can keep the support team small.”
Irene Epp
Service Delivery Manager, Pertemba Global
45% marketplace growth, while maintaining 97.6% SLA compliance
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Don’t play a guessing game of how to improve your support. Our experts are on call to listen to your pain points and find solutions, fast.
Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.
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