cymax-small@2x

How eDesk helped Cymax Group centralise multichannel customer support

Industry
Furniture & Decor

Integrations
Boutique Marketplaces (Cymax Business and Homesquare), Walmart, eBay, Amazon, Best Buy

eDesk solutions
eDesk Helpdesk, Feedback

eDesk customer
Since 2017

“We strive to provide clear and concise communication because each customer is an invaluable ingredient to our success. We love the aesthetic of this tool, the UI is intuitive and user-friendly and it has helped significantly with our workflow and efficiency. The team at eDesk has been very helpful and approachable since we onboarded.”
Claire Dusoe, Senior Operations Manager
Cymax

Multiple marketplaces and processes were the problem

As a leader in online sales for all items home and office, Cymax Group strives for ultimate customer satisfaction. But with over hundreds of thousands of SKUs selling on dozens of marketplaces, their ambition to create the optimal experience for their customers was a challenge.

Cymax Group needed to log into, and respond to the message portal for each channel individually in order to monitor response times and ensure adherence to performance expectations. And there was a lot of manual work to manage all the various message channels, which was cumbersome and unsustainable. Centralising systems was the solution.

As eCommerce adoption for furniture boomed worldwide, Cymax Group turned its focus to digital innovation and transformation to keep pace with the changing needs and expectations of their consumers.

Centralising systems was the solution

Dedicated to trendsetting in customer service, product selection and eCommerce technology, Cymax Group 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 Group 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 Group 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 Group with over-arching visibility of all their communication channels, leading to reduced response times and improving productivity. This means they can now easily meet their performance expectations and deliver the superior customer service they are so passionate about.

Results

  • Improved workflows
  • Increased efficiency
  • Centralised Customer Support

About Cymax Group Technologies

Cymax Group Technologies, the leading eCommerce technologies and services provider, is one of the top-rated 3P sellers on major marketplaces. With Cymax Group, you have the advantage of an end-to-end integrated eCommerce solution, unmatched 3P selling services, and back-end technology support. Get exclusive access to their boutique marketplaces and their proprietary freight platform, connecting you to one of the largest selections of shipping providers and giving you the advantage of accessing discounted rates for big and bulky products.

Explore more customer stories...

How eDesk helped Q-Parts24 to drive and scale their business

eDesk helped Q-Parts24 streamline customer support and boost productivity so they could sell more. The Help Center made it easy to onboard new users and as the support team quickly grew from one to seven members, rave reviews returned.

Discover how CarParts.com improved customer response times using eDesk

Discover How CarParts.com Improved Customer Response Times By 10.2% Using eDesk

How MyBoatStore streamlined customer service when support tickets dramatically increased

MyBoatStore uses eDesk’s integrated ecommerce helpdesk for all incoming customer messages from its website, Amazon and eBay.

See our Privacy Notice for details as to how we use your personal data and your rights.