eDesk

September 6, 2023

Faster, smarter customer support for eCommerce

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Integrations

AfterShip
Aircall
Amazon
BigCommerce
Brightpearl
Ebay
Etsy
Facebook
Instagram
Klaviyo
Magento
Prestashop
ShipStation
Shopify
Skubana
WhatsApp
Wix
WooCommerce

Features

Smart Inbox
Customer View
Automations
Live Chat
Customer Feedback Survey
KPI Insights
Voice Support

Performance+ (Ticket Based Plan)

FREE for 30 tickets/mo
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Unlimited Seats
Email, live chat, social, WhatsApp & voice support
Order History
Customer Segmentation
Automated Responses (AI)
AI-driven instant summaries & sentiment analysis
SLA management
Knowledge Base
Team Collaboration
CSAT Scoring
Reporting
24/7 chat and email support

Team

$89 per agent/mo
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Unlimited Tickets
Email, live chat, social, WhatsApp & voice support
Order History
50 rule-based response automations
SLA management
Reporting
24/7 chat and email support

Professional

$129 per agent/mo
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Everything in Previous Plan

All about

What is eDesk?

eDesk is a comprehensive customer support platform designed to streamline and optimize the management of customer queries and issues. It provides an all-in-one solution that integrates various channels, such as email, social media platforms, and live chat, into a single interface.

The platform offers powerful features that enable businesses to efficiently handle customer interactions. It includes an intuitive ticketing system to organize, track, and prioritize customer queries. Users can automate repetitive tasks and create predefined responses to save time.

eDesk also offers advanced analytics and reporting capabilities, providing valuable insights into customer interactions, team performance, and customer satisfaction. This data allows businesses to make data-driven decisions and continuously improve their customer support operations.

Another notable feature of eDesk is its multichannel capabilities, allowing businesses to manage customer inquiries from different sources in one place. By centralizing communication channels, eDesk ensures that no customer query goes unanswered and reduces the risk of overlooking important messages.

Overall, eDesk serves as a comprehensive customer support tool, empowering businesses to deliver efficient and personalized customer service across various channels and streamline their support operations.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

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Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What makes eDesk different than competitors?

What sets eDesk apart from other similar eCommerce tools is its primary focus on providing a comprehensive customer support solution. While many platforms offer features for managing sales and inventory, eDesk is specifically designed to optimize customer interactions and support operations.

eDesk's integration of various communication channels, including email, social media, and live chat, into a single interface allows businesses to efficiently handle customer queries from multiple sources. The platform's advanced ticketing system, automation capabilities, and predefined responses further enhance productivity and response times.

Moreover, eDesk's emphasis on analytics and reporting provides businesses with valuable insights into customer satisfaction, team performance, and trends. This data-driven approach empowers businesses to make informed decisions and continuously improve their customer support operations.

By focusing on delivering exceptional customer support, eDesk distinguishes itself as a specialized tool that caters to the specific needs of eCommerce businesses, enhancing their ability to provide outstanding customer experiences.

What metrics is eDesk going to improve for my Ecommerce store?

eDesk can help improve key eCommerce metrics such as customer satisfaction, response times, resolution rates, and overall support efficiency. By streamlining communication channels, providing automation features, and offering insights through analytics, eDesk enables businesses to enhance their support operations and deliver better customer experiences.

Who has to manage eDesk and how long does it take to setup?

In a team, customer support agents, managers, and supervisors would primarily use eDesk to handle customer queries and oversee support operations.

Setting up eDesk depends on the size and complexity of the business. While it can be a relatively quick and straightforward process for smaller businesses, larger organizations may require more time and effort to integrate multiple channels, configure workflows, and train team members. Overall, the setup process can be tailored to fit the specific needs and scale of the project.

Is eDesk right for my store?

eDesk is an excellent solution for businesses of various sizes that prioritize providing exceptional customer support. It is particularly beneficial for eCommerce businesses that deal with a high volume of customer queries across multiple channels. The platform's multichannel capabilities, automation features, and analytics make it ideal for businesses looking to streamline their support operations and improve customer satisfaction.

However, eDesk may not be suitable for businesses that have minimal customer support needs or those operating in industries where customer interactions are limited. Additionally, organizations that have already established robust internal support systems may find it redundant to implement eDesk. Ultimately, the suitability of eDesk depends on the specific requirements and scale of each business.

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