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Achieve 4x improved productivity with next generation AI-driven & rule-based automations

Create happier, more high-performing teams with eDesk’s AI-powered automations AND happier, more satisfied customers with rapid and personalized responses to queries 24/7.

Radically improve customer support performance with:

AI CLASSIFICATION

Gain up to 46% efficiency in everyday support tasks with eDesk AI

eDesk AI saves agents hours of time by analyzing all queries and getting essential information in front of the right people, instantly. Our AI Agent Assist features remove the tedious and repetitive tasks from everyone’s to-do lists, allowing the team to focus on impactful actions that provide fast resolutions to customers. Improve team morale and productivity by ending manual effort on tasks that can be automated more quickly and accurately with AI.

AI Classification

Over 40 distinct categories of query types to provide tailored and accurate generative responsies

AI Message Summary

Quickly summarize and entire thread to reduce time to understanding and improve collaboration

SLA Prioritization

Order tickets by time left on SLA rules to help manage workloads and compliance.

AI AGENT ASSIST

Make all of your customers feel heard with personalization that can scale

Statistics show that 44% of customers will become repeat buyers if they are offered personalized support (Segment Report). With eDesk, personalization in your support is automatic. Customer, order, and shipping details are instantly added to customer responses. With the help of AI, agents are served suggested responses based on a customer’s analyzed sentiment – ensuring the right tone every time.

AI Response Templates

Based on classification type, a reply will be generated for an agent to review, edit and send

Snippets

A shortcut for including customer, order or other information in messages using the # symbol

AI Sentiment

The AI assesses the tone of the message and assigns a sentiment type for more context

AI COMPOSER

Smart tools to help your agents communicate more effectively

Do your customer support agents spend too much time trying to craft the perfect customer response? The AI Composer helps agents compose a draft response and instantly change the tone, rephrase, or expand messages to customers with just a few clicks. 

eDesk’s AI Translation tool detects languages outside of the set main language, translating into agents’ native language, and providing a summary of that translation, instantly. Your agents will never be at a loss for words again, no matter where your customers are.

AI Composer

Highlight your text and select a button to instantly change the tone, rephrase the message, or expand the text

AI Translations

Automatically translate foreign language text in tickets and live chat, from and back to the customer

AUTOMATED WORKFLOWS

Even go completely HandsFree

When a message comes into eDesk, we use advanced AI and years of eCommerce experience to classify it into one of 20+ categories that represent the most common questions asked by buyers – all with 95%+ accuracy. Based on AI Classification, support agents can choose from templated responses or automatically send a reply – HandsFree – without ever touching the ticket. You maintain complete control.

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.