Our focus in 2023 has been helping your team provide better support, faster. The launch of eDesk AI, multiple integrations, ticket plans, and other major upgrades have seen our customers add up to 40% efficiency to their everyday support tasks. Take a look at what we’ve launched this year in more detail below.
This year we’ve added more integrations and API updates, as well as increased functionality for existing integrations to ensure we continue to reduce any unnecessary tab switching or manual efforts that cost your team time and frustrations.
Handle cancellations, returns, and duplicate orders directly within the eDesk inbox – no need to log in or switch to Shopify!
We’ve released v2 of our eDesk API, which will enable you to have seamless communication between eDesk and the rest of your eCommerce tech stack that is not already natively available on our App Store.
Facilitate communication with WhatsApp users on your website’s live chat widget by toggling a ‘Talk to us on WhatsApp’ button.
We’ve made it easier to quick-select a filter from the dropdown menu, tidied up the icons, and made it easier to edit, save, unpin or delete your saved public or private filters. We also added a “Last message created at” filter option.
The reply box will now automatically expand for longer messages; we’ve moved the formatting bar to the bottom of the message; we’ve added the AI composer; and improved options for scheduled send and send status updates.
We’ve now added a new column, called Tags, which means you can, at a glance, see which tags have been assigned to each of your tickets.
In Magento, we now show the shipping fees and discounts, so you have a clearer record of the customer’s purchase when you’re replying to queries.
We’ve added eBay username as a new mailbox column so you can easily see and manage your eBay tickets straight from the mailbox.
At eDesk, we work to ensure agents have all of the information they need without going on a long, drawn out hunt. To help, we’ve launched features such as AI ticket summaries, AI sentiment, tracking code mapping, as well as expanding our query classifications to over 45 types!
We’ve made some updates to our Knowledge Base including a new theme added, you can now clone an entire Knowledge Base, and Knowledge Base articles can be referenced in chatbot.
Edit the customer’s name in Customer View in one, quick step. This allows you to identify the customer in your dashboard more accurately – or even fully customize how their name appears.
Our AI-powered summaries of tickets can generate recaps of a conversation which can then be embedded into the ticket itself, copied to your clipboard, or simply read and then dismissed.
Sentiment analyzes the tonality from your shoppers to identify whether negative, neutral or positive sentiment is expressed – now displayed as emojis for instant recognition!
By leveraging over 45 classifications, we can offer more precise and targeted solutions to a wider range of situations, ensuring that your queries are addressed promptly and effectively.
By mapping tracking codes to carriers within eDesk, you can leverage the #tracking_code_link# snippet across templates, swiftly addressing “Where’s my order?” questions.
The launch of eDesk AI and other automation features gives our customers the power to increase efficiencies like never before, reducing support center costs, improving response speed, and boosting customer engagement and loyalty.
From AI-driven summaries and sentiment analysis, to AI-assisted replies and HandsFree auto responses, eDesk AI is revolutionizing customer support.
eDesk AI is available in German, French, Italian, and Spanish. eDesk AI summaries, classifications and sentiment now appear in whatever language you select.
With the AI composer, you can expand on your message, rephrase it, or change its tone to friendly or professional to suit the conversation.
With the scheduled reply option you can pick quick options such as “Send now” (which is the default), “Later today”, the next morning or a specific date and time.
In the eDesk chatbot, you can provide structured reply options (that the shopper would select) and attach to each option multiple responses, answers and/or links to additional content.
¡Hola!, ¿cómo estás? No more letting language be a barrier to your sales! With our auto-translate feature in live chat, you can go global and support customers in over 100 languages. Súper!
When a call comes in, the caller will receive a customized welcome message from your brand, ensuring they know they’re in the right place!
Seamlessly create a ticket every time a call is received, ensuring no inquiry goes unnoticed. Automatically assign to the team member who handled the call.
The best support teams work together seamlessly – but exceptional support teams can collaborate across the business and their suppliers. This year, we’ve implemented a number of changes to ensure your teams get the answers they need, quickly.
Send eDesk tickets to anyone –internal or external. They’ll have the full context of the ticket and customer, and can respond directly to resolve queries quickly.
Select up to 10 email addresses and for each email address, choose an Outlook folder that eDesk will pull the emails from – making it easier to centralize only the important emails your team needs.
In eDesk you can create a custom role and attach permissions to that role. Within those permissions we’ve added new controls: archive tickets & delete tickets
Our AI-powered summaries of tickets generate recaps of conversations, which can then be embedded into the ticket itself, copied to your clipboard, or simply read and then dismissed.
If the order attached to the ticket shows the SKU and/or the order number then you can copy that to your clipboard for easy searching or referencing in other systems.
The support team are the eyes and ears of the business, listening to the customer, understanding what’s working and where there are opportunities for improvement. This year, we’ve added functionality that will make understanding that data simpler and more effective, as well as ensuring it’s all easy to share with the rest of the business.
We’ve added the option to show cell values on all of the cells without having to hover over them, making it much easier to see your team’s performance at a glance!
Generate tailored CSV reports about tickets, channels, agents, tags, and languages, so you can know your business better and share data more easily.
You can now filter by when the report was requested and the report type, making it a easier to locate and access the reports that matter most to you.
A huge part of winning more customers, and retaining current ones, is the collection of positive reviews – and how negative ones are handled. At eDesk, we’re working to make negativity-handling as seamless and instant as possible, from as many locations as needed.
A pre-filtered view of any negative feedback tickets from your stores. Those tickets will still appear in your mailbox as before, this new view means they’re less likely to be lost.
Not only get reviews from the usuals, like Trustpilot, Amazon, eBay, and Google, but now from major webstores and marketplaces!
If you’re an eDesk customer, we want to hear what upgrades or changes to the product we can make to help you level up your support! Submit your feature request and our product team will review your request.
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