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eDesk Product Update: August 2021

Last updated June 14, 2022 4 min to read
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Just like you, we’re passionate about our customers – their success is what drives us. That’s why the eDesk Product team is always making our eCommerce helpdesk and feedback platform even better. Our customers ask, and we listen.

This summer we’ve been focussed on launching our highly anticipated Dark Mode and Instagram DM functionality, plus a brand new App Store featuring our first voice integration. Read on for more details about how we’re making eCommerce success easier.

New eDesk Homescreen: Start Your Day The eDesk Way 


The eDesk Homescreen is a new page that helps to keep track of customer queries with a dashboard view of open ticket numbers and SLA’s. And there’s the latest eCommerce and customer service news, case studies, and tips and tricks in the Content Feed. 

New Dark Mode: Easy On The Eye

Dark Mode

One of the most requested features this year, our Dark Mode is easier on your eyes by using a darker theme for the app’s user interface, which reduces the amount of light emitted by your screen. 

Find out about our Dark Mode here: Learn More 

New App Store: We’ve got your App

App Store

To speed up ticket resolution, we’ve made it even easier to integrate with more eCommerce applications than any other customer support product via our App Store.

With new offerings from Aircall and Wish, and native integrations with over 75 marketplace, webstore, feedback, fulfilment, social media, and communication channels, eDesk has an app for that! 

Find out how customer support agents can quickly navigate the eCommerce ecosystem using the eDesk App Store in our webinar on Sept 15th: Register Now

New Wish Integration: Keep Shopping Fun

Wish Integration

We’re integrating natively with Wish, a global marketplace with a whopping 1.8m items sold each day. It’s mobile commerce focus gives merchants a phenomenal opportunity to grow their business in over 100 countries.

eDesk customers who sign up to sell on the Wish marketplace will be granted special discounts as well as dedicated account management. Learn More 

New Aircall Integration:  A Call Center In The Cloud

Calls in the Cloud

​eCommerce companies strive to provide great customer support but in an era of same day shipping and growing customer demands, online sellers need to provide faster response times than ever before. 

Ensuring 24 hour response times means augmenting traditional email support so we teamed up with Aircall to add voice to email, chat, and social support for our customers.

Find out more our integration with Aircall in our webinar on Sept 15th: Register Now

New Instagram Integration: DMs & mentions 

Instagram in eDesk

More buyers than ever use Instagram to contact brands with pre and post-sales queries. eDesk now imports DMs and mentions directly from Instagram so customer support agents can convert more queries into sales. 

Find out about responding faster to Instagram shoppers with eDesk here: Learn More 

New Look Feedback: Homescreen Makeover 

Homescreen Update

Our research shows that nearly half of US and UK shoppers check reviews online every single time they shop, so this summer eDesk’s Feedback a makeover to make it even easier for online retailers to protect their brand’s reputation.

The new look homescreen, with a dashboard view of actionable insights and handy shortcuts, and automated support for Amazon Request a Review, Trustpilot and Google My Business, makes responding to feedback and mitigating negative reviews a breeze.

Check out how our new look can help online retailers get a whole lot more reviews here: See More 

New Users: Click To Connect

Invite to Join

Now it’s even easier to scale up customer support during busy trading periods such as Back to School, Black Friday, and Cyber Monday. 

Find out how to quickly onboard new customer support with a speedy invite link from an eDesk admin account here: Read More 

Miscellaneous: There’s More 

Other product improvements have made eDesk even faster to use. We have added Insights and filters that offer greater control of agent, product and channel performance reporting. And we’ve added a tonne of new self-help material to our Help Center so the eCommerce sellers we’re passionate about can achieve success.

See a Demo: Try for Free

Find out how eDesk can help your eCommerce brand deliver better customer support faster. Book a demo with one of our experts at a time convenient to you, or try eDesk free for 14 days, no credit card needed.

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