About Home Detail
Home Detail has sold furniture and home electronics for over 15 years across their own website and major marketplaces including Amazon, eBay, Wayfair, TikTok Shop, Debenhams, B&Q, and The Range. Based in the UK, General Manager Imran Khan oversees the full operation: customer service, merchandizing, warehouse, and more.
Challenge: No visibility on SLAs, no ownership of tickets, and Amazon account health at risk
Before eDesk, Home Detail was running all customer support through Outlook. With multiple agents working from the same shared inbox, tickets had no clear owner. Several people would reply to the same customer. Others would sit unanswered. The team tried building folder structures to prioritize, but with queries coming in across channels, it got messy fast.
The deeper problem was visibility. With no way to track SLA deadlines per channel, the team had no reliable system for knowing which tickets needed to be answered first, or how much time was left to answer them. For a business selling on Amazon, where the 24-hour response requirement is strictly enforced, that was a serious and ongoing risk.
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Our Amazon account was at risk of deactivation before, and because of eDesk's SLA tracking, our account health has much improved. And our Trustpilot score is now over 4, which has helped our repeat rate increase. The customer service experience has been much improved since using eDesk.
Imran Khan
General Manager
Solution: SLA-first support, built around how marketplaces actually work
SLA Tracking with Countdown Timers
eDesk surfaces a live countdown timer on every ticket, showing exactly how much time remains before an SLA is breached. Agents start each day by filtering to the highest-priority channels (like Amazon) and work through the queue in order of urgency. As Imran put it, the countdown timers have become non-negotiable: the team always knows what needs to get done and when.
The Result
Improved Amazon account health
more consistent Amazon compliance, driven by SLA tracking “Our Amazon account was at risk of deactivation before, and eDesk helped us to improve account health and protect that channel.”
Trustpilot score improved to 4.2
reflecting an improved end-to-end customer experience, and which increased Home Detail’s repeat sales rate
£101K in support-attributed revenue
from pre-sale conversions in the last year, from faster responses to buying queries
