eDesk logo

Top strategies to reduce eCommerce customer service costs in 2024

Learn how multichannel sellers such as Sennheiser, Pertemba and Wetsuit Outlet are using a unified help desk to achieve cost reductions in their customer service function and continue to provide exceptional customer service and expand in international markets.

of companies with above-average customer experience perform better financially.
Managing costs in eCommerce has never been as important as it is in 2024, given the heightened competitive landscape. Here are 9 strategies that sellers such as Sennheiser, Pertemba, Wetsuit Outlet and more are deploying to optimize their costs. If you’d like to learn more, talk to our team about how you can save on costs in 2024.

Top strategies to optimize costs

Empower your team with the features they need to resolve customer issues, rapidly and in real-time.

Unified Inbox

Consolidate your customer service tools into a single, user-friendly platform with eDesk to reduce software costs, improve efficiency and agent training time.

Order and conversation history

Leverage the complete context of your shoppers’ order and conversation history to provide personalized service and reduce handling times.


Use the cutting-edge capabilities of AI to classify, interpret, and summarize queries, streamlining engagement with tickets and improving agent performance.

AI-assisted responses

Activate AI-assisted responses and response composers to handle common queries automatically, improving efficiency and effectively reducing support costs.

AI chatbots

Use AI chatbots and automated responses to deflect routine customer queries, freeing up your customer care team to focus on more complex issues.

Workflow automation rules

Set up workflow automation rules to streamline customer service operations, minimizing manual effort and cutting down administrative expenses.

Real-time collaboration tools

Adopt shared team inboxes and real-time collaboration tools to enhance collective issue resolution, reducing time spent per query.

Analytics and reporting tools

Tap into comprehensive analytics and reporting tools to make data-driven decisions and identify cost-saving opportunities.

 AI-powered language support

Seamlessly venture into new markets with AI-powered language support and integration with global e-commerce platforms.

Sennheiser is a renowned audio company recognized for its commitment to delivering high-quality sound experiences. With a rich history spanning over seven decades, Sennheiser has established itself as a leading manufacturer of headphones, microphones, and audio equipment.

Despite a 24% surge in ticket volumes from 2022 to 2023, Sennheiser’s customer support team achieved a remarkable 61% reduction in response times with eDesk. This achievement significantly enhanced cost efficiencies across their marketplace and webstore support.

Pertemba results using eDesk

24% more tickets whilst reducing response times 61%

Brandon Beckham
eCommerce Customer Support Specialist at Sennheiser

I’ve been working with eDesk since day one, since I started here. And to be honest, it really blows any other management system software out of the water…eDesk really allows us to see what the customers have done, their history in each marketplace…It just satisfies our customer base, which is our bottom line.

Join 5000+ eCommerce sellers providing extraordinary support with eDesk

14-day trial • No credit card required • Guided setup