eDesk

Score10 out of 10

3 Reviews and Ratings

What is eDesk?

eDesk is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The solution provides tools and order data to help users to speedily turn around issues.

eDesk allows users to respond to customer queries and meet their Service Level Agreements (SLAs) with Amazon and eBay. eDesk is designed to provide all the order, product, and delivery data within customer messages for quicker responses. Messages can be personalized with snippets and pre-built templates in two clicks.

eDesk is designed to make it easy for teams to spread the load equally, and assign specific product or order queries automatically to those best suited to solving certain issues.

Categories & Use Cases

Media

Multichannel messages are kept in one place

Customer support is faster with AI automation

Live Chat to turn online browsers into buyers

A 360° view of buyers to personalize customer service

1 / 6

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4

External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8

Erika Snow

Marketing Manager in Marketing at Drive In Autosound (11-50 employees employees)

Pros

Easy to use for customers
Maintains marketplace standards for communication
Is the only platform that offers these services
Connects with Channel Advisor

Cons

I wish the filters displayed closer to the top of the inbox vs the bottom
The new and to-do tabs can be confusing at first
Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication.

Return on Investment

Saves agents lots of time
Creates better communication with customer with less time in between messages
Helps us provide great customer service
Has helped us meet marketplace communication standards and receive more feedback/reviews