A smarter way to do eCommerce support

Improve productivity, profitability and reputation, with our AI powered suite of automation, business insight, and competitive benchmarking tools.

What's included?

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

eDesk makes it easy for support teams to spread the load equally, or assign specific product or order queries automatically to those best suited to solving certain issues so they can satisfy customers in the shortest time possible.

With order, product and delivery data to hand, support agenst can use our Snippets and templates to send fast, personalised messages in just two clicks.

Analyse 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 speed up responses, and track key metrics like response times and message volume to make informed decisions.

Sell to a wider audience with the ability to support customers in every language. Businesses of all sizes can sell more on international markets without needing a multilingual support team or a physical presence in different geographies.

All the data, that’s the ticket

Multichannel messages, in one place

Smart Inbox empowers your workforce to resolve issues quicker by consolidating customer conversations and the associated order details in a dashboard view. It groups queries from wherever you sell by type, and automatically suggests responses and translations.

Taking care of business

Stay on top of key support metrics and trends

Insights automates product, platform and agent performance reporting so you can better understand your business and make informed decisions faster to improve efficiency as your brand grows.

Customer service, that’s the business

Keeping digital support personal

Live Chat helps you turn browsers into loyal buyers by giving your agents the power to answer customer questions and resolve issues in real time.

Rising stars, lowering costs

Turning great experiences into great reviews

Feedback helps you improve your seller ratings, increase conversions and boost product visibility by automatically requesting reviews only from your satisfied customers.

Your business at their fingertips

All the answers, none of the queries

Knowledge Base ensures that your customers and agents have instant access to the on-brand information they need, even during busy periods and in different time zones, without the need to get in touch.

What our customers say?

Our eCommerce Helpdesk

We consolidate data from over 75 marketplace, webstore, communications, social media and logistics channels – more than any other customer support software provider – so you can access end-to-end order data at the click of a button.

Accelerate customer support

Our AI powered automation tools streamline customer support and access to business insights so you can focus on selling more and realising your growth potential.

Centralised dashboard

Easily meet your SLAs and deliver seriously extraordinary customer support for all your sales channels from within one intuitive dashboard.

Artificial intelligence

Send personalised responses to common customer queries in a single click with our AI tools which analyse customer queries and automatically suggest responses.

Templates and Snippets

Our customisable message templates and Snippets prompt agents with key transaction details so they can quickly personalise replies to customer queries.

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.

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.

Handle high volumes of customer queries in no time at all

We’re trusted by thousands of customers around the world to power billions of conversations – and dollars of transactions – every year.