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How eDesk helped Cymax Group centralize multichannel customer support

Improved
workflows

Reduced
response times

COMPANY
Leading eCommerce technologies and services provider

WEBSITE
https://www.cymax.com/

HEADQUARTERS
Canada

INDUSTRY
Technology

SELLING PLATFORMS
Cymax Business, Homesquare, Walmart, eBay, Amazon, Best Buy

SOLUTIONS
eDesk, Feedback

CUSTOMER SINCE
2017

FAVORITE FEATURES
Centralized Inbox
Insights

CYMAX

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.

...the UI is intuitive and user-friendly and it has helped significantly with our workflow and efficiency.

“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

THE PROBLEM

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.

THE SOLUTION

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.

THE RESULT

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.

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