The eCommerce HelpDesk
built to solve faster
Save on customer support costs. Respond more quickly and accurately with
the only connected AI-powered helpdesk made just for online retailers.
eDesk consolidates your customer queries from sales channels, social and email into a central shared dashboard. Then we give you the tools and corresponding order data you need to speedily turn around issues, so you can get back to selling!
eDesk makes it easy for teams. Spread the load equally, or assign specific product or order queries automatically to those best suited to solving certain issues. It’s all about getting the right answer in the shortest time.
With order, product and delivery data to hand, use snippets and pre-built templates to send fast, personalized replies in just two clicks.
Our AI system will suggest the correct template for you to respond with and allow you to respond with one click.
eDesk analyzes trends in your customer support queries, so you can focus on areas that need improvement. View ticket volume by store, language, query type and create templates to help speed up these responses. Track key metrics like response times and message volume to make informed decisions.
You can sell to a wider audience when you have the power to support customers in every language. eDesk opens up opportunities for businesses of all sizes to sell more on international markets without needing a multilingual support team.
Respond faster with eDesk automations
eDesk simplifies the customer support process for online retailers
Manage customer support from all your sales channels with one intuitive dashboard.
Send personalized responses to common customer queries in a single click. eDesk’s artificial intelligence analyses customer queries and presents you a pertinent response so that you can reply in seconds.
Templates & Snippets
Respond to common customer queries in two clicks using eDesk’s customizable message templates. Snippets speed up your responses by automating key details, such as customer name, order details, delivery address and more.
Fulfill customer expectations for timely responses even during peak support times, or out of office hours with automated responses. Never leave a customer waiting.
Open your store to new customers internationally. eDesk helps you scale your business without the need for multilingual agents, by giving your team the ability to communicate in every language.
Full order details
View full order details within every support ticket, by linking eCommerce management platforms such as Channel Advisor, Linnworks, BrightPearl and Skubana to your eDesk account.
Simple connected eCommerce helpdesk
Centralize customer queries and orders from all your marketplaces, website and channels
Selling on your own online store? eDesk integrates with all leading shopping carts and eCommerce web platforms.
eDesk is the only customer support helpdesk that integrates with all the biggest marketplaces to help you scale your eCommerce business at home and internationally.
Support your customers and protect your reputation on social media by connecting Facebook and Twitter to your eCommerce helpdesk.
Turn browsers into buyers with eDesk live chat. Answer queries in real time and increase customer loyalty. Get in front of your customers and guide them toward purchase completion.
Team up on support
Support better with a collaborative workflow
Assign the relevant agent to each query, share the workload and help your customer support team to shine.
Tag teammates to request help on any ticket. Share information with your team about a customer and the status of their query.
Add your teammates with just one click! Your entire company can collaborate to resolve customer queries quickly and accurately.
Automate workflows, save time
Everything you need to keep your team and tickets organized
Folders & Filters
eDesk’s folder based system helps you prioritize and filter your messages by order, query type, language and more.
Labels & Rules
Categorize your incoming messages with labels, so you can quickly identify common support issues. Set rules that automatically apply a label and assign agents or queries to the relevant folders.
Targeted response times
Meet customer expectations for fast resolution times. Set your own target response times, or maintain the standard marketplace Service Level Agreement of 24 hours. Your inbox will prioritize your messages by time left to respond.
Receive an alert if your teammate is dealing with the same customer query.
Inboxes, folders and reports can be restricted to specific users.
Remove the need for agents to log in to your stores to manage support. Control the level of information that is accessible to your team with one dashboard.
Make smarter decisions
Schedule and prepare your team to handle the busiest times that your store experiences each week.
Improve team performance each week by tracking key metrics like response times and message volume per store, language, query type and more.
Recognize trends in your customer support queries. View ticket volume by store, language, query type and create templates to help speed up responses.
Analyze response time metrics by query type, agent and sales channel. Identify trends and recognize opportunities to improve team productivity.
All of your eCommerce customer support - All in one place!
eDesk is the eCommerce helpdesk that centralizes customer support queries from your webstore, marketplaces like Amazon, eBay, Walmart, Newegg and Allegro, and your social channels into one simple dashboard.