One source of truth for customer support insights

Whether you sell on one channel or across tens of marketplaces and webstores—eDesk brings everything together for you to compare and analyse customer support and sales performance with one-click ease. 
Spot problems day-to-day and see trends that can empower you to make better decisions across various business functions—from pre-sales and customer support to review generation and inventory management.

Turn support data into growth decisions

With real-time data on SLA compliance, agent productivity, and customer satisfaction, you can make informed decisions about resource allocation, team coverage, and process improvements. Plus, the AI Assist and Pre-sales dashboards enable you to prove ROI to leadership and prove your team's impact on revenue and brand loyalty.

So, what exactly can eDesk Insights measure?

SLA & response time

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Customer satisfaction

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Sales & orders

Track sales order values from each channel, pinpoint products that are generating the highest number of queries and evaluate their impact on support costs.

Agent performance

See how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods.

Ticket volumes

Ticket metrics help you understand volumes, busy periods, resolution averages as well as the channels, tags and query types associated with them.

Voice support

Get access to an overview of voice support performance and see a full history of your support calls, along with the associated ticket and handing time.

FAQs

See how eDesk can improve your CX, your way

Try eDesk for free: the best way to really see how your support can improve

Sign up for a 14-day free trial and test out all of eDesk’s features – including our full AI suite.

  • Connecting a channel won’t interrupt your current processes

  • Your data is safe with us

  • Simple setup with assisted onboarding

Try eDesk for free

14-day trial | No credit card required | Guided setup

Not ready to connect a channel but still want to explore eDesk? Try our product tour.

Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace

  • Test out viewing and responding to queries

  • Get a full scope of what features and insights are available

  • Get familiar with the product to make your setup a breeze

Take the product tour

Let our product specialists walk you through eDesk and answer any questions

Don’t play a guessing game of how to improve your support. Our experts are on call to listen to your pain points and find solutions, fast.

  • 1-to-1 personalized discussion with our product experts

  • Address individual team or business issues

  • Discuss any questions around integrations or setup

Speak with one of our experts

Everything eDesk has to offer, explained in only 3 minutes

Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.

  • A quick tour of the eDesk mailbox

  • Demonstration of efficiency-boosting AI features

  • A look at ticket view with all customer & order details

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Streamline and optimize your entire support operation

Start with a 14-day free trial that includes every feature, then pick the plan that’s right for you.

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