Centralize - eDesk Customer Support for eCommerce

"With eDesk we have managed to reduce our second line response team in a way that helps the company really grow. Even with more marketplaces being introduced, we can keep the support team small."

Irene Epp

Service Delivery Manager

Build your brand reputation

Your webstore is your virtual storefront. It shines as a representative of your brand and is the basis for your online reputation. Building trust with visitors to your eCommerce site is critical. No matter how your store is built – Shopify, BigCommerce, Magento, etc.– eDesk will bring your webstore queries and live chat messages directly to one single inbox, giving you the power to reply efficiently and win over customers again and again.

Reduce your email inboxes down to just one eDesk inbox

An email address can often be the first thing customers look for when they need support. Ensure all of your customers’ emails are answered, without multiple support agents having to login to multiple inboxes and track responses. Gmail, Outlook, Yahoo! and other email providers integrate seamlessly with eDesk, sending your customers messages to eDesk’s smart inbox, where they can be assigned an owner via custom routing, SLA rules, and other collaborative tools that ensure your team is providing 5-star support.

Keep the conversation going on social media

Online customers are reaching out for support and answers everywhere your brand is – and that certainly includes Facebook, Instagram, WhatsApp, and more. The best support teams are meeting their customers everywhere they are. But multichannel support doesn’t need to be daunting. Integrating your social channels with eDesk sends your direct messages, posts, and comments straight to your inbox. No communication missed!

Centralize support for

Easy onboarding

Enable your new support hires to start contributing right away instead of needing training on how to use 5+ different platforms.

Expansion

From one marketplace to selling across Amazon, eBay, Etsy, your Shopify store, and social media. Meet each customer where they are, without scrambling to do it.

Remote team success

Without centralized visibility, agents duplicate work, customers get conflicting responses, and managers can't track performance or workload distribution.