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Our eCommerce customer support system powers support for thousands of businesses worldwide
Improving the performance of your support team and communication approach requires basing your decisions on the right data.
Our insights can help you track agent performance and identify problem areas quickly, measure customer satisfaction, improve resource planning, and more.
Some of the features and advantages of eDesk insights include the ability to:
The key to organizing your multi-channel customer support is to centralize your customer messaging. Our unified inbox lets online sellers consolidate the messaging from all of their marketplaces, webstores, and communication channels into one smart inbox.
You can easily (and automatically) assign certain tickets to certain agents, filter your view by marketplace, query, or brand, prioritize messages, and more. No more having to sign in to different systems or click around on various screens to answer customer questions. Now you can see everything you need in one place, including details like tracking numbers and order information.
If you want to stay marketplace-compliant, keep shoppers happy, and foster profitability, you need to stay on top of service level agreements (SLAs). However, this is easier said than done when you’re inundated with customer messages. Or, at least, it was…
Use eDesk to avoid marketplace and sales channel penalties, by making sure you never miss an SLA again. Our centralized inbox is prioritized by SLA, so you know exactly which inquiries need your attention first. Plus, you can customize your SLAs by marketplace, set different SLAs for each query type, and even track SLA compliance by channel.
Wish you could know customers’ moods before interacting with them? Respond to FAQs without having to type the same response over and over? Get a snapshot of queries without having to read the whole thing?
Our AI-powered automations let you do all of that and more. Just a few of eDesk AI’s smart automation features include:
Serve customers around the world with ease. Our auto-translations automatically translate both incoming and outgoing messages. These translations are also AI-powered, so they pick up on contextual clues, and even provide cross-language sentiment analysis (meaning you can understand customer moods).
From email to live chat, you can use our auto-translation feature on all your customer messaging. Use eDesk to expand seamlessly into new markets, understand all customers better, and communicate flawlessly with every shopper.
eDesk natively integrates with 200+ marketplaces, webstores, selling channels, and communication platforms. From Amazon and Walmart to Shopify and Klaviyo, you can easily connect anywhere you serve customers to your eDesk dashboard. Forget logging into multiple mailboxes, sharing your passwords, or struggling to keep up with customer support.
Centralize your messaging and take customer satisfaction to the next level. Happier shoppers and more sales with less effort on your part? That’s a win, win, win!
Ready to get started? Whether you’re new to customer support software or need help transitioning from another system, we’ll get you setup and running in no time.
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