"To quickly and efficiently report on data helps save time that we can use for other places."
Josh W.
G2 reviewUnderstand your SLA compliance, channel by channel
With each marketplace having their own SLA requirements – and customers expecting shorter and shorter response times – managing your SLA adherence has never been more important. In eDesk you can track how your team is performing when it comes to SLAs, based on each channel’s individual rules.
Maintain excellent support, even during peak periods
Use our powerful insights to determine team coverage needs. eDesk’s dynamic heatmaps identify the busiest periods for queries and how the on-duty team handled the workload. From there, you can predict peak periods, scale your team accordingly, and improve the quality and efficiency of responses to your customers.
Gain a full understanding of team and individual performance
eDesk insights are like a personal assistant for support managers. Within eDesk, you can get a full view of the team’s performance – see how many tickets agents are handling, monitor average handling time, as well as their individual CSAT scores. Quickly identify where your team can upskill and who your top performers are.
Improve the overall business with in-depth product insights
The support team are the eyes and ears of the business. With eDesk’s insights you’ll be able to report back to the wider business about which products have the best and worst reviews, trends in product sales, as well as products that are generating the most tickets or returns. These invaluable insights will help with business decisions that drive company growth.
Streamline and optimize your entire support operation
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