Only eDesk enables you to associate each customer message with the order and full customer history, across EVERY sales channel. Deploy personalization at scale by automatically using personal data in responses.
Quickly and easily offer the personalized service that fosters loyalty, with order and conversation history at your fingertips when handling customer queries.
One of the biggest time wasters for support agents is clicking around to multiple places to get relevant information – not to mention a bad experience for the customer having to repeat themselves over and over again! Within eDesk, you have order information right alongside the ticket. Not only that, using our snippets feature, you can automatically insert that information right into your templates and custom replies for a truly personal experience. Something you certainly can’t do with third-parties.
Make your customers feel like you’re reading their minds. With eDesk, you’ll know exactly what products your customers are inquiring about as soon as the ticket lands in your inbox, as well as any products they’ve ordered previously – all right alongside the ticket query itself. Powerful insights also inform the wider business about which products are triggering the most tickets, which are the most returned, or which products have the best or worst reviews.
“Where is my order?” is the number one most frequent eCommerce customer support query. With eDesk’s industry-leading native shipping and logistics integrations, you can rest assured you’ll have an answer. Tracking numbers, links, and estimated delivery dates will conveniently appear alongside every ticket.
Want to take your WISMO replies to the next level? Our AI can instantly classify all WISMO queries and generate personalized responses with all order and delivery details baked right in, in only a few seconds – making for some very happy customers.
Your agents’ replies may differ depending on whether your query is coming from a first-time customer, a VIP or repeat customer, or a dormant customer who has finally returned to you. The customer’s segment will appear directly alongside their ticket, along with their full order and ticket history, ensuring you have all of the context you need to provide a truly personalized CX.
Taking personalization one step further is eDesk’s AI-powered Sentiment Analysis. AI Sentiment will prep your agents with a summarized mood of the message, helping them craft an appropriate response based on whether customers are deemed to have a positive, neutral, or negative sentiment.
Set your SLAs and give your team realistic targets for responding to customers.
Create personalized filters so that you and your team can address messages more seamlessly.
Improve reporting and mailbox filtering by labelling, grouping, and organizing your tickets.
See your customers, orders, tickets, tracking numbers, total order value, and more all in one place.
Let customers easily find the answers they seek by building your own self-service help center.
With 250+ integrations, eDesk lets you connect anywhere, all from one smart inbox.
Connect one phone number with your eDesk to allow your customer service agents to make and receive calls.
Easily share tickets with external parties, such as suppliers and shipping carriers.
100% Recommend eDesk Helpdesk…
My company has been using eDesk Helpdesk for 4 years now. It’s a fantastic software that helps save a lot of time when replying to customers, and keeps us organized. One of the best features is when a customer contacts us, you can look back at all of the transactions and communications with the customer.
Enhanced customer interactions, orders management, and support efficiency.
“With eDesk we have managed to reduce our second line response team in a way that helps the company really grow. Even with more marketplaces being introduced, we can keep the support team small.”
Irene Epp
Service Delivery Manager, Pertemba Global
45% marketplace growth, while maintaining 97.6% SLA compliance
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