eDesk’s Feedback module enables you to send smart selective review requests to happy customers only, on Google My Business, Trustpilot, eBay, amazon and other webstores and marketplaces – Boosting your 5-star reviews for rapid and profitable growth. It also uses automation to efficiently handle negative feedback, allowing swift turnaround strategies.
Customizable rule conditions can be used to target specific customers, products or geographies with review requests. Rules can be based on factors, such as on-time delivery, previous positive reviews, product purchased and lots more, to strategically boost your 5 star ratings.
EMAIL PERSONALIZATION
Use proven email templates and insert your logos and product images, or create your own emails tailored to your brand. Personalize emails with smart dynamic placeholders for customer name, product name and more.
When a customer has an open customer service ticket in your eDesk mailbox, custom rules can be configured to automatically exclude these customers from receiving review requests, or allow your agents to manually exclude customers if they sense they are unhappy.
When a negative review is received in Feedback, you can set up custom rules to auto generate a new customer support ticket in your mailbox and immediately funnel these to the right agents, so you can reach out and resolve issues and turn things around.
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.
Worth a big High5!
One of my staff was spending nearly a full day every week sending messages to customers on Amazon and eBay seeking feedback. We are now able to utilise my colleague’s time more efficiently because eDesk automates the process for us. We are able to specify fairly precisely when and to whom we send requests and the software does the rest. It results in more feedback at a very low cost so we are very happy with it.
Efficiently automates customer feedback requests, saving time and boosting feedback.
“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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