How eDesk Helps Right Deals UK Respond to Messages Five Times Faster and Increase Sales With Live Chat

TV Tech case study

“eDesk makes us more efficient as a team. We can now handle support tickets five times faster than with our previous helpdesk solution. With eDesk, we can instantly reply to customers on Facebook and through Live Chat, which helps turn queries into sales. eDesk pays for itself many times over as good communication with customers equals sales.”


James Sonley

Sales Director, Right Deals UK

RightDeals logo

About Right Deals UK

Based in Northern England, Right Deals UK is a furniture e-tailer that offers new, set-to-clear, and overstock furniture from some of the UK's favourite high street retailers at discounted prices.

The company was founded in 2010 by three people and a pallet of furniture. Today, Right Deals UK has grown into a multi-million-pound company selling high-quality furniture at discounted prices to customers worldwide.

In addition to selling via its own website, Right Deals UK also sells through multiple Amazon and eBay marketplaces. It has recently expanded to also offer its products on the OnBuy online marketplace.

In 2020, the company achieved record sales totalling more than £5m. Right Deals UK prides itself on delivering excellent customer service to all customers and aims to continue to grow into new markets and products.

eDesk
Customer:
Since 2020
Homewares icon
Products used:
eDesk, Feedback & Live Chat
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Selling on:
Amazon, eBay & own website
Homewares icon
Industry:
Homeware

Challenges

Right Deals UK was founded on the promise of offering customers the brands they love at affordable prices. Customer service has always been a unique selling point for the company.

In recent years, the company experienced several challenges, including supply cost increases and a need to find new suppliers in Europe following the UK's exit from the EU. Grappling with these challenges, the company knew that maintaining the team's focus on customer satisfaction was paramount.

In its early days, Right Deals UK had been able to manage customer service via email alone. But once sales reached an excess of £1m per year, the company needed a help desk system and turned to ReplyManager, which served the company well for a period of time.

When the sales grew to over £5m a year as the company started selling through multiple channels and new marketplaces, it needed a more advanced solution. In particular, a solution capable of integrating with social channels such as Facebook and Instagram — areas where customer messages had increased dramatically.

This need was compounded by the impact of the coronavirus pandemic on the UK in Q1 2020; the resulting lockdown caused Right Deals UK to experience a sharp increase in sales due to customer demand for both garden and home office furniture.

With overall sales more than tripling, the increased demand and volume of sales led to a rise in customer support tickets, resulting in the Right Deals UK customer service team in need of a more sophisticated solution. 

The company had three main areas in which it wanted to upgrade its customer service offering:

  • An improved overall help desk ticketing solution that could seamlessly centralise various customer enquiries from Amazon, eBay, web, and social media — all in one place
  • A better solution for soliciting feedback requests on Amazon and eBay
  • A live chat solution to provide immediate responses to customer enquiries

Thankfully, eDesk was able to help with all three. After a thorough review of numerous help desk platforms on the market, Right Deals UK Sales Director James Sonley found that eDesk was the clear winner.

Unlike other solutions, eDesk had all the integrations and features his team needed, thanks to its all-in-one ecommerce customer service and feedback platform: eDesk, Feedback and Live Chat.

Solutions

Help desk software with multiple integrations across online marketplaces and social channels

Modernizing the customer service helpdesk

Since moving from ReplyManager to eDesk, the Right Deals UK customer support team is now five times more efficient, saving hours per day answering tickets.

With eDesk, customer service agents can work more efficiently, respond faster and deliver an excellent customer experience.

eDesk's seamless integration with Facebook and Instagram means the customer support team can manage all messages in one place, via one login. Agents can answer questions directly from eDesk without requiring multiple users to have login access to the company's Facebook business page.

Enabling the team to reply to social media messages quickly increases buyer confidence and trust, which in turn leads to increased sales.

The support team loves the ability to filter tickets by marketplaces, ticket status, type and more. They also see huge value in the ability to collaborate on tickets using the “@ mention” feature.

In addition, Right Deals UK successfully worked with the eDesk team to import voicemails received through the interactive voice response system directly into eDesk, so customers can have their call returned as soon as possible.

Customer service manager, Shaheda, loves the reporting aspects eDesk offers. Shaheda now has quick reference access to see who’s working, the ability to review agent performance and the ability to identify trends when it comes to messages for specific products.

The onboarding process was very smooth, and the team became familiar with eDesk and its intuitive UI very quickly. New agents can also be trained up very quickly.

“eDesk makes customer support easier for the team as everything is in one shared inbox. This saves logging in and out of different systems and needing to keep multiple tabs open.”


Automated feedback and product review requests on Amazon and eBay

Automating customer feedback

Before implementing eDesk, Right Deals UK used FeedbackExpress to automate feedback requests on Amazon and eBay. The company decided to move to eDesk Feedback as sales volume across these channels ramped up.

ebay reviews

With eDesk Feedback, the customer service team can easily view full message history before sending a request for feedback or a product review ensuring that all customer issues are resolved before feedback is solicited.

For example, if a customer order has been satisfactorily fulfilled, the team can then use eDesk Feedback to send a product review request. Whereas if a customer issue is still unresolved or outstanding, eDesk Feedback allows the support team to hold off on initiating the review request until the customer issue has been resolved.

Establishing each customer interaction is resolved before requesting feedback helps to ensure more accurate ratings by proactively preventing negative feedback based on unresolved issues. Using eDesk Feedback in this way helps maintain the company’s excellent feedback rating on Amazon and eBay.

The proof is in the pudding: in the past 12 months, Right Deals UK has amassed 3,022 positive feedback ratings on eBay, resulting in a 97.5% positive feedback rating. The company is an eBay top-rated seller, meaning it is one of the most reputable sellers on the marketplaces, which consistently delivers outstanding customer service.

"Feedback and product reviews are crucial to success on marketplaces like Amazon and eBay. Having the ability to view message history before sending review requests is invaluable for our organisation."


Live Chat helps turn browsers into buyers

Intelligent multichannel repricing

As long time advocates of superior customer service, the team at Right Deals UK was very conscious of customers’ rising expectations when it came to customer service. Spurred on by social media and smartphones, they recognised that customers aren’t content with waiting 24-48 hours for a reply; failing to provide a swift response meant a high likelihood of losing a sale.

Therefore, the Right Deals UK team was keen to try out a live chat service on their website. The team at Right Deals UK took advantage of the free 14-day trial of eDesk’s Live Chat add-on.

After the two week trial period, Sales Director James was able to see that the feature would easily pay for itself. Leveraging reporting statistics, James was easily able to identify when a customer who received an instant reply to their query via Live Chat went on to complete a purchase.

“Without eDesk, it would not be possible to provide the level of support that Amazon, eBay and, most importantly, our own web customers expect from us.”


Right Deals UK's favourite eDesk features

...

Centralized inbox

Manage customer support from all your sales channels with one intuitive dashboard.

@ mention

@ mention

Collaborate with teammates to resolve tickets using the @ mention feature.

Facebook integration

Facebook Messenger integration

Respond to Facebook messages directly within eDesk's centralised inbox.

Automated feedback requests

Feedback requests

Get more positive feedback on Amazon and eBay and increase sales.

Results

Response times five times faster than previous help desk

Responding faster and more efficiently helps Right Deals UK meet the high standards of customer service expected by Amazon, eBay, and its own web customers. This not only results in increased sales but also helps the company’s products rank higher in search results.

eBay Top Rated Seller and 97.6% positive feedback rating

Right Deals UK has been able to secure eBay’s highly coveted ‘Top Rated Seller’ status. The team is able to minimise negative feedback, with 49 out of every 50 reviews being positive.

Live Chat add-on turns browsers into buyers

eDesk's Live Chat feature allows Right Deals UK to instantly reply to queries, meaning potential customers are never kept waiting. The reporting dashboard metrics reveal that a large majority of Live Chat queries result in sales.

Repeat purchases and increased brand loyalty

eDesk enables the team to provide an excellent customer experience from start to finish by ensuring that each customer has a great customer experience the first time around. This drives customer loyalty and increases the likelihood of repeat purchases.

“eDesk is a valuable customer service tool for anyone selling on multiple marketplaces and through Facebook and Instagram.”


James Sonley

Sales Director, Right Deals UK

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