Customer support software for businesses serious about eCommerce
Improve customer happiness, productivity and business reputation through AI-powered automation and insights. eDesk is the smarter way to do eCommerce support.
All your customer support, all in one place
eDesk natively connects with 75+ marketplace, web stores, and social channels so you can support customers, no matter where you sell.
Team productivity
Our centralised inbox pulls customer support tickets from all your sales channels into one intuitive dashboard. Easily assign incoming tickets to support agents and avoid duplication of work with our collision detection alerts.
Reply to customers faster
Respond to queries in two clicks with our customisable message templates which prompt agents with key transaction details and intelligently pre-written responses. Spend less time writing the same replies over and over again with a new cutting-edge workflow.
“Being able to respond to customer support queries from Amazon, Walmart, eBay and our Shopify webstore all in one place has been a game-changer for us. It allows us to focus on growing our business, not drowning in support tickets.”
Streamline workflows, save time
Our Smart Inbox uses AI to group similar tickets together so your team can get through them faster and resolve queries where SLAs are close to expiry.
Targeted response times
Meet customer expectations for fast resolutions, your own response time targets, and maintain SLAs by prioritising your messages by time left to respond.
Auto-responder
With auto-reply templates, you can leverage eDesk’s powerful automation to respond to customers, even during peak support times or out of office hours, to ensure they’re never left waiting.
“eDesk makes us more efficient as a team. We can now handle support tickets five times faster than with our previous helpdesk solution.”
Increase engagement with Live Chat
Develop strong relationships with customers by enabling your expert agents to communicate with them in real-time. Get your customers the answers they need in seconds.
Turn browsers into buyers
Live Chat helps you quickly answer customer queries, build credibility, and foster personal relationships, dramatically increasing your chances of making a sale.
Personalise your chat with our white-label solution
Our Live Chat add-on is a white-labeled feature, enabling you to deliver an on-brand experience to your customers, build further credibility and encourage loyalty everywhere you sell.
“The chat feature was so easy to set up and it’s given my business a great opportunity to take my customer service to the next level. I love how customisable it is and how I can seamlessly switch between the chat and form view.”
Get great reviews everywhere you sell
No matter where you sell online, positive reviews increase conversions and help product visibility. Our Feedback tool helps you automatically turn every great online sale and customer interaction into a request for a great review.
Supercharge your reach
Marketplace search results increasingly prioritise sellers with glowing customer reviews. And the majority of online shoppers look at reviews before purchasing. So, ensuring your brand delivers fantastic customer service – and follows up after – has never been more important.
Reviews drive sales and trust
of customers are more likely to give a review if an email is sent following a positive experience
of customers always check online reviews before making a purchase online
of customers contact customer service before leaving a negative review
“In the first 12 months of using eDesk Feedback, we increased our positive reviews by more than 900%, resulting in a 98% feedback rating on Amazon.”
All the data, just the ticket
Scale support and make more informed decisions everywhere you sell. Get product, channel, and agent performance insights in just one-click ease.
Make data-backed decisions
See trends that will empower you to make better decisions as your business grows.
Insights your entire team can use
eDesk makes it easy to get the right data to the right people at the right time.
“Reporting has been a fundamental resource for our team leads, empowering them with much more informative reports that they’re able to utilise when coaching agents. Through eDesk, we’ve been able to really optimise our operations.”
Accelerate customer support with our smart tools and automations
Our AI powered automation tools streamline customer support and delivery of business insights so you can focus on selling more and realising your growth potential.
Security
Limit access to specific data, sensitive information and functionality by controlling individual user roles permission. Remove the need for agents to log in to your stores to manage support, and control the level of information that is accessible.
Artificial intelligence
Send personalised responses to common customer queries in a single click. Our AI tools analyse customer queries and automatically suggest responses so you can reply in seconds.
Auto-responder
Meet customer expectations for speedy responses, even during peak support times or out of office hours, with automated responses that ensure they’re never left waiting.
Templates & Snippets
Respond to queries in two clicks with our customisable message templates and Snippets, which prompt agents with key transaction details so they can quickly personalise replies.
Auto-translation
Our automatic translation functionality helps you scale your business internationally without the need for multilingual agents, by enabling your team to communicate in every language.
Full order details
See all supporting order information for every customer query by linking your eCommerce logistics and management platforms to your eDesk account.
Take a look inside eDesk
View our full product demo video to learn more about the eDesk features that will set your team up for success.
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