An eCommerce HelpDesk built to solve quicker!

Save on support costs. Get speedy, more accurate answers with the only connected AI-powered helpdesk made just for online sellers.

 

What's included

A helpdesk that’s purpose-built for online sellers

eDesk consolidates your customer queries from sales channels, social and email into a central shared dashboard. Then we give you the tools and corresponding order data you need to speedily turn around issues, so you can get back to selling!

eDesk makes it easy for teams. Spread the load equally, or assign specific product or order queries automatically to those best suited to solving certain issues. It’s all about getting the right answer in the shortest time.

With order, product and delivery data to hand, use snippets and pre-built templates to send fast, personalized replies in just two clicks.
Our AI system will suggest the correct template for you to respond with and allow you to respond with one click.

eDesk analyzes trends in your customer support queries, so you can focus on areas that need improvement. View ticket volume by store, language, query type and create templates to help speed up these responses. Track key metrics like response times and message volume to make informed decisions.

You can sell to a wider audience when you have the power to support customers in every language. eDesk opens up opportunities for businesses of all sizes to sell more on international markets without needing a multilingual support team.

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Respond faster with eDesk automations

See how Suzuki cut their support times by 84% with eDesk

Centralized dashboard

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

Artificial intelligence

Send personalized responses to common customer queries in a single click. eDesk’s artificial intelligence analyses customer queries and presents you a pertinent response so that you can reply in seconds.

Templates & Snippets

Respond to common customer queries in two clicks using eDesk’s customizable message templates. Snippets speed up your responses by automating key details, such as customer name, order details, delivery address and more.

Auto-responder

Fulfill customer expectations for timely responses even during peak support times, or out of office hours with automated responses. Never leave a customer waiting.

Auto-translation

Open your store to new customers internationally. eDesk helps you scale your business without the need for multilingual agents, by giving your team the ability to communicate in every language.

Full order details

View full order details within every support ticket, by linking eCommerce management platforms such as Channel Advisor, Linnworks, BrightPearl and Skubana to your eDesk account.

Simple connected eCommerce helpdesk

Centralize customer queries and orders from all your marketplaces, website and channels

Webstore

Selling on your own online store? eDesk integrates with all leading shopping carts and eCommerce web platforms.

Marketplaces

eDesk is the only customer support helpdesk that integrates with all the biggest marketplaces to help you scale your eCommerce business at home and internationally.

Social media

Support your customers and protect your reputation on social media by connecting Facebook and Twitter to your eCommerce helpdesk.

Live Chat

Turn browsers into buyers with eDesk live chat. Answer queries in real time and increase customer loyalty. Get in front of your customers and guide them toward purchase completion.

Team up on support

Support better with a collaborative workflow

Assign tickets

Assign the relevant agent to each query, share the workload and help your customer support team to shine.

Internal notes

Tag teammates to request help on any ticket. Share information with your team about a customer and the status of their query.

Multiple users

Add your teammates free with just one click! Your entire company can collaborate to resolve customer queries quickly and accurately.

Automate workflows, save time

Everything you need to keep your team and tickets organized

Folders & Filters

eDesk’s folder based system helps you prioritize and filter your messages by order, query type, language and more.

Labels & Rules

Categorize your incoming messages with labels, so you can quickly identify common support issues. Set rules that automatically apply a label and assign agents or queries to the relevant folders.

Targeted response times

Meet customer expectations for fast resolution times. Set your own target response times, or maintain the standard marketplace Service Level Agreement of 24 hours. Your inbox will prioritize your messages by time left to respond.

Collision detection

Receive an alert if your teammate is dealing with the same customer query.

User permissions

Inboxes, folders and reports can be restricted to specific users.

Security

Remove the need for agents to log in to your stores to manage support. Control the level of information that is accessible to your team with one dashboard.

Make smarter decisions

Peak support times

Schedule and prepare your team to handle the busiest times that your store experiences each week.

Improve team performance each week by tracking key metrics like response times and message volume per store, language, query type and more.

Recognize trends in your customer support queries. View ticket volume by store, language, query type and create templates to help speed up responses.

Analyze response time metrics by query type, agent and sales channel. Identify trends and recognize opportunities to improve team productivity.

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All of your eCommerce customer support - All in one place!

eDesk is the eCommerce helpdesk that centralizes customer support queries from your webstore, marketplaces like Amazon, eBay, Walmart, Newegg and Allegro, and your social channels into one simple dashboard.

Start saving on support costs today

Support better with eDesk