About Vintage Honey Pots
Vintage Honey Pots has established itself as a go-to destination for pre-loved vintage items. With daily auctions on eBay and up to 500 items listed each day, they've built a reputation for offering authentic pieces that appeal to today's consumers - those looking to be sustainable, wanting a unique item, or who love to collect. With demand for pre-loved items at an all-time high, Vintage Honey Pots is perfectly positioned to capitalize on the trend. But what sets them apart isn’t just their inventory; it’s the ability to turn pre-sale interest into higher final bids.
The Challenge
Vintage Honey Pots needed rapid support responses to satisfy customer expectations and encourage item bids.
Key challenges included:
Managing high volumes of unique product listings, each requiring individual descriptions
Responding promptly to pre-sale inquiries (31% of all tickets) to encourage more bidding
Meeting customer expectations for personalized, quick responses on eBay's mobile-friendly platform
Balancing quality customer service with the need for speed in a 365-day operation
Identifying top-performing agents and those needing additional training
The Solution
Vintage Honey Pots implemented eDesk's suite of tools — including AI Assist with Pre-sales mailbox & dashboard — to optimize their customer communication strategy across all eBay interactions.
Key components included:
Inbox management: Using eDesk's mailbox to organize and prioritize customer inquiries
Dedicated Pre-sales view: Elevates high-intent buyer questions to the top of the queue, ensuring agents can identify and respond to potential bidders instantly—before they get lost in the noise of post-purchase support
The Solution
AI-powered responses: Implementing AI Assist to craft personalized yet efficient replies, with product context and brand tone of voice
Performance tracking: Utilizing Pre-sales dashboard to monitor conversion rates, support-attributed revenue, & agent performance, with flexible date filters for reporting needs
The Result
Implementing eDesk's tools has helped Vintage Honey Pots deliver on their 2025 ‘Customer Excellence’ initiative.
Amy and her team can now see, with flexible date filters:
Number of pre-sale interactions
Amount of sales made from pre-sale interactions
The conversion rate
The attributed revenue of those conversions
Channel & Agent breakdowns
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This workflow and performance data helps Amy and her team to drive strategy & showcase the support team's value:
Informs product listing strategy
Displays agent performance & training incentives
Measures team impact on revenue goals
With eDesk, Vintage Honey Pots turns responsive, personalized service into higher bids, more sales, and stronger customer loyalty in the competitive online auction marketplace.
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