A full suite of up to the minute reports on all aspects of your customer operations, enables you to make better decisions in resource, channel and product management.
With each marketplace having their own SLA requirements – and customers expecting shorter and shorter response times – managing your SLA adherence has never been more important. In eDesk you can track how your team is performing when it comes to SLAs, based on each channel’s individual rules.
Use our powerful insights to determine team coverage needs. eDesk’s dynamic heatmaps identify the busiest periods for queries and how the on-duty team handled the workload. From there, you can predict peak periods, scale your team accordingly, and improve the quality and efficiency of responses to your customers.
eDesk insights are like a personal assistant for support managers. Within eDesk, you can get a full view of the team’s performance – see how many tickets agents are handling, monitor average handling time, as well as their individual CSAT scores. Quickly identify where your team can upskill and who your top performers are.
The support team are the eyes and ears of the business. With eDesk’s insights you’ll be able to report back to the wider business about which products have the best and worst reviews, trends in product sales, as well as products that are generating the most tickets or returns. These invaluable insights will help with business decisions that drive company growth.
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.
I was blown away!
I was blown away by the customer support these guys provide. They helped me get my Repricer set up perfectly and while it took a while, it was worth the effort. The software is great and so good I tried the helpdesk, eDesk. While I didn’t think I needed it, it has actually helped my business more than the Repricer. It has sales reporting across al my channels which was unexpected in a helpdesk product. LOVE eDesk, CUSTOMER FOR LIFE!
Eric Marcovitz | April 2017
eDesk robust analytics empowered smarter business decisions and growth.
“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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