Furniture & Decor
Own websites, Walmart, eBay, Amazon, Sears and Best Buy
eDesk Helpdesk, Feedback
As a leader in online sales for all items home and office, Cymax strives for ultimate customer satisfaction. But with over 75,000 SKUs selling on dozens of marketplaces, their ambition to create the optimal experience for their customers was a challenge.
Cymax needed to log into and review the message portal for each channel individually to monitor response times and ensure adherence to servicelevel agreements. And there was a lot of manual work to manage all of the various message channels, which was inefficient and unsustainable. Centralising systems was the solution
As the market for furniture boomed worldwide, Cymax knew they could do better as they moved forward.
Dedicated to trendsetting in customer service, product selection and eCommerce technology, Cymax realised they needed a fit for purpose support desk to help them scale customer service.
The online furniture retailer wanted to centralise messages from multiple marketplaces into a single inbox. After trialling various alternative solutions, Cymax selected eDesk to tackle messaging’s mission impossible – creating one inbox to rule them all.
Built for eCommerce, eDesk has helped the team at Cymax to revolutionise their workflows, centralise all messages and simplify reporting. User roles are clearly defined and the customer support team now works primarily within one inbox.
eDesk’s dashboard view provides Cymax with over-arching visibility of all their communication channels, leading to reduced response times. This means they can now easily meet their service-level agreements, and deliver the superior customer service they are so passionate about.