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eDesk

Name of the product or service

eDesk Helpdesk

Votes: 64

Product or service description

eDesk is the leading eCommerce helpdesk for Amazon & multichannel sellers. We integrate with the world’s leading marketplaces, social channels, and webstore platforms. Through an easy-to-use platform, eDesk connects all your support data and intelligently matches it with relevant transaction information required for sellers to provide extraordinary customer service.

Our centralized inbox and artificial intelligence tools help eCommerce businesses respond to customers faster, thereby increasing business effectiveness whilst reducing support costs

Distinction from the competition

We have native integrations to over 75 marketplaces, webstores and more, making it easier to connect disparate eCommerce systems. We are Amazon experts who sit on the Amazon developer council Our Smart Inbox automatically groups and prioritizes incoming tickets so your support team never has to.

Product or service innovations

eDesk Dark Mode makes our interface easier on the eye. Literally. Brand new App Store where eCommerce sellers can connect all of their apps to eDesk New integrations to Wish, Aircall & Wix, Etsy & Channel Engine New Smart Inbox feature has taken away the pain of configuring your ticket types by intelligently categorising them into groups which allows support teams to quickly focus on high priority tickets. Relaunched our Mailbox with a clean modern look making it easier to navigate and helping agents find the information they need quicker.

Customer case study

Q-Parts24 is an online auto company that specialises in good value high-quality spare parts for all well-known vehicle brands. Founded in 2007, the company provides replacement products to customers across Europe for new and used car brands such as BMW, Mercedes-Benz, Volkswagen and Opel.

From brake disks to shock absorbers, wheel hubs to sensors, the company faced constant queries from buyers but inefficient customer support was threatening the brand’s rapid growth.

Files were not being saved and messages were not transferred to sales managers. There was no facility to search for email addresses so it was difficult to see the entire email chain of a customer query.

Without access to the full picture, it was impossible to respond to follow-up requests quickly and Q-Parts24 started to see bad reviews.

To improve reviews Q-Parts24 needed a helpdesk solution that would supercharge their customer support team, as the brand expanded their webstore into other marketplaces.

Designed with multichannel eCommerce brands in mind, eDesk’s solution helped Q-Parts24 to quickly smooth operations across their systems.

eDesk centralises data from multiple channels into an intuitive dashboard in real time so all customer queries and related order details are in one place. And the Smart Inbox automatically groups, prioritises and assigns customer queries, so the right people have access to the right information at the right time.

eDesk helped Q-Parts24 streamline customer support and boost productivity so they could sell more. The Help Center made it easy to onboard new users and as the support team quickly grew from one to seven members, rave reviews returned.

Results: Increased positive Ebay, Amazon and Google reviews 24-hour response time SLAs achieved Managing 50 tickets per person a day

Positive feedback & testimonials

“We strive to provide clear and concise communication because each customer is an invaluable ingredient to our success. We love the aesthetic of this tool, the UI is intuitive and user-friendly and it has helped significantly with our workflow and efficiency. The team at eDesk has been very helpful and approachable since we onboarded.”

Claire Dusoe, Senior Operations Manager, Cymax

“eDesk allows us to keep up with business sales and not implode. We now have one system to manage everything. Having a multi-platform in one place certainly streamlines the customer service module and from a cost benefit point of view eDesk was better value for us than getting our IT team to build their own. My business is my passion and we take care of our customers so they come back.”

Scott Griggs CEO and Chief Engineer, Trainz.com

“eDesk Helpdesk is a phenomenal product. Being able to respond to customer support queries from Amazon, Walmart, eBay and our Shopify webstore all in one place has been a game changer for us. It allows us to focus on growing our business, not drowning in support tickets.” Jerry Kavesh CEO, Silver Canyon Boots

Website

www.edesk.com


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Winners of E-commerce Germany Awards 2021

The 2021 E-commerce Germany Awards were announced during the Ceremony that took place on 2021

learn more & register for Expo

Do you want a free ticket to visit E-commerce Berlin Expo on 5th May 2022? 5 stages of presentations, over 180 exhibitors.

Please, fill in your personal details in the form below

E-commerce Germany Awards 2022

Networking Party & Awards Ceremony

  • 4th May 2022

    Event date

Support

Feel free to contact us regarding our offer. Regards!
Marta Masternak Key Account Manager
awards@ecommerceberlin.com
+49 30 2555 987
  • 4th May 2022

    Event date

  • E-commerce Capitals Sp. z o.o. Sp.k.

    Organizer

  • POLAND, 60‐586 Poznań, ul. Botaniczna 26/2

    Legal address

  • VAT ID PL7792439665

    TIN