Customer support tickets matched with order data from everywhere you sell - unified into a simple system your team will love
Providing support across multiple channels can be tedious. Hours are wasted each day hopping from tab to tab just to stay on top of pre-sale and post-sale issues.
eDesk gathers customer interactions from your website, all your marketplaces and social channels into one place. They appear together in a simple dashboard that you can learn to use in a few minutes.
eDesk does more than just manage your tickets - it helps you solve them.
Live connections to customer and order data from your webstore and from all marketplaces means your agents have real-time access to the product listing, shipping data, price and other information agents need.
Instead of wasting time looking for information across multiple systems, they can set about solving the problem right away.
eDesk’s A.I. does the heavy lifting for agents by suggesting multiple answers based on analysis of the message’s text and previous responses provided by teammates to similar issues. Rather than searching through data and typing responses, agents can verify the suggested response, edit it if necessary, and simply click send.
If A.I. doesn’t have the answer, agents can cut response times by using stock answers, snippets, or template replies.
Messages from customers who have been in contact before are automatically joined to previous conversations, creating a single, easy-to-follow thread. Agents get the complete picture of the issue quickly.
The simplicity of the interface belies the connectivity and computational power under the hood. Your team will be up and running in minutes.
Got experts in certain areas? Product specialists? Language specialists?
Optimize your team's workflows by routing tickets to those best suited to answering them.
Automatically assign tickets based on out-of-the-box conditions such as
marketplace, language proficiency, and time-zone, or create your own rules for your specific needs.
Tickets get solved quicker and customers are happier!
Teammates often need to collaborate to solve complex issues.
Need to add a private
note for a colleague?
Invite a friend
Escalate a ticket
to another department?
Keeping up with strict marketplace Service Level Agreements (SLA) is supremely important.
Missing these can affect how well your products are listed, hurting sales or worse
still can result in your account being suspended altogether.
eDesk measures and constantly updates the status of each issue relative to the appropriate SLA, ensuring your team doesn’t fall behind and your ratings remain high.
Using automated out-of-office auto responders can also be helpful to reset marketplace service level agreements.
When a customer asks "Does this come in blue?" or "Have you got this in a Medium?", it's
vital to reply quickly to increase your chances of making the sale. eDesk identifies such
'pre-sales queries' and adds them to their own section within your mailbox so that
agents can prioritise them and close sales.
A thorough range of dashboards and reports allow team leaders and managers to analyse operations.
Spot your support superstars, see when to schedule cover for busiest times, review overall marketplace SLA coverage to make sure your business performs at its’ best.