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Create fast, personalized experiences with instant access to the full context of each query

Only eDesk enables you to associate each customer message with the order and full customer history, across EVERY sales channel. Deploy personalization at scale by automatically using personal data in responses.

Everything you need to send personalized responses to your queries, in one place!

Quickly and easily offer the personalized service that fosters loyalty, with order and conversation history at your fingertips when handling customer queries.

FULL ORDER DETAILS

All of the order details you need, instantly

One of the biggest time wasters for support agents is clicking around to multiple places to get relevant information – not to mention a bad experience for the customer having to repeat themselves over and over again! Within eDesk, you have order information right alongside the ticket. Not only that, using our snippets feature, you can automatically insert that information right into your templates and custom replies for a truly personal experience. Something you certainly can’t do with third-parties.

FULL PURCHASE HISTORY

Understand what your customers are buying and how your products are trending

Make your customers feel like you’re reading their minds. With eDesk, you’ll know exactly what products your customers are inquiring about as soon as the ticket lands in your inbox, as well as any products they’ve ordered previously – all right alongside the ticket query itself. Powerful insights also inform the wider business about which products are triggering the most tickets, which are the most returned, or which products have the best or worst reviews.

DELIVERY DETAILS & TRACKING LINKS

Never leave your buyers wondering where their order is

“Where is my order?” is the number one most frequent eCommerce customer support query. With eDesk’s industry-leading native shipping and logistics integrations, you can rest assured you’ll have an answer. Tracking numbers, links, and estimated delivery dates will conveniently appear alongside every ticket. 

Want to take your WISMO replies to the next level? Our AI can instantly classify all WISMO queries and generate personalized responses with all order and delivery details baked right in, in only a few seconds – making for some very happy customers.

SEGMENTATION & SENTIMENT ANALYSIS

Boost revenue and create lifelong customers with personalized experiences

Your agents’ replies may differ depending on whether your query is coming from a first-time customer, a VIP or repeat customer, or a dormant customer who has finally returned to you. The customer’s segment will appear directly alongside their ticket, along with their full order and ticket history, ensuring you have all of the context you need to provide a truly personalized CX.

Taking personalization one step further is eDesk’s AI-powered Sentiment Analysis. AI Sentiment will prep your agents with a summarized mood of the message, helping them craft an appropriate response based on whether customers are deemed to have a positive, neutral, or negative sentiment.

Features you (and your team) will love

SLA Management

Set your SLAs and give your team realistic targets for responding to customers.

Filtered Mailbox

Create personalized filters so that you and your team can address messages more seamlessly.

Ticket Tagging

Improve reporting and mailbox filtering by labelling, grouping, and organizing your tickets.

Customer View

See your customers, orders, tickets, tracking numbers, total order value, and more all in one place.

Insights

eDesk offers insights on SLA compliance, channel stats, products and more.

Knowledge Bases

Let customers easily find the answers they seek by building your own self-service help center.

250+ Integrations

With 250+ integrations, eDesk lets you connect anywhere, all from one smart inbox.

eDesk Talk

Connect one phone number with your eDesk to allow your customer service agents to make and receive calls.

External Ticket Sharing

Easily share tickets with external parties, such as suppliers and shipping carriers.

See how eDesk can improve your customer experience, your way

Try eDesk for free: the best way to really see how your support can improve

Sign up for a 14-day free trial and test out all of eDesk’s features – including our full AI suite.

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

Not ready to connect a channel but still want to explore eDesk? Try our product tour.

Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace

Let our product specialists walk you through eDesk and answer any questions

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.

Everything eDesk has to offer, explained in only 3 minutes

Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.