Senior Operations Manager
Fragmented customer service communications posed a challenge for Cymax Group, a leading online seller of home and office items. With hundreds of thousands of SKUs sold across numerous marketplaces, providing the best possible customer experience was becoming increasingly difficult.
To monitor response times and ensure performance expectations were met, Cymax Group had to log into and manage message portals for each individual channel separately. This manual and cumbersome process was unsustainable, requiring significant effort to handle various message channels.
The need for a centralized system became evident as the company aimed to keep up with the evolving needs and expectations of their customers in the rapidly growing furniture eCommerce market.
Recognizing the importance of staying at the forefront of customer service, product selection, and eCommerce technology, Cymax Group sought a dedicated support desk solution to facilitate their customer service scalability.
Their goal was to consolidate messages from multiple marketplaces into a single inbox. After exploring different alternatives, Cymax Group decided to implement eDesk, a platform designed specifically for eCommerce. This choice addressed the seemingly impossible mission of creating a unified inbox with integrated eCommerce data that could act as a single source of truth for multichannel customer communications.
Customisable user permissions within eDesk mean that user roles are clearly defined, giving access to the specific data they need, when they need it, without the need to switch between multiple marketplaces to gain customer context or respond to customer queries.
Built for eCommerce, eDesk’s centralized inbox has helped the team at Cymax Group to revolutionize their workflows. With eDesk’s dashboard view, Cymax Group gains comprehensive visibility across all communication channels, resulting in reduced response times and improved productivity. This enables them to meet their performance expectations effortlessly, ultimately delivering the exceptional customer service they are deeply committed to.