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.
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.
Over 40 distinct categories of query types to provide tailored and accurate generative responsies
Quickly summarize and entire thread to reduce time to understanding and improve collaboration
Order tickets by time left on SLA rules to help manage workloads and compliance.
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.
Based on classification type, a reply will be generated for an agent to review, edit and send
A shortcut for including customer, order or other information in messages using the # symbol
The AI assesses the tone of the message and assigns a sentiment type for more context
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.
Highlight your text and select a button to instantly change the tone, rephrase the message, or expand the text
Automatically translate foreign language text in tickets and live chat, from and back to the customer
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.
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.
eDesk has helped us immensely!
We can respond to queries much quicker and with ease. Rules that automate responses when key words or sentences are in a message. The system has been fantastic and easy to setup. We were at the point of having to hire more staff to deal with customer queries but this has saved us paying another salary. I’ve tried a competitor before and it was no where as good as eDesk. Highly recommended.
Streamlined customer queries, enabling faster responses, automation, and cost savings.
“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
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
Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace
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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