eDesk

At eDesk, we provide eCommerce customer service software designed to help online businesses efficiently manage customer support across multiple sales channels. Our solution centralizes customer inquiries from various marketplaces, websites, and social media platforms into a single dashboard, streamlining workflows and improving response times.

The problem we solve is the complexity and inefficiency that eCommerce sellers face in managing customer service at scale. With multiple sales channels, diverse customer inquiries, and high expectations for quick resolutions, businesses often struggle with fragmented systems, delayed responses, and unhappy customers.

eDesk simplifies this by automating routine tasks, offering AI-powered assistance, and integrating with leading platforms like Amazon, eBay, Shopify, and more. This ensures that our customers can deliver exceptional support experiences, retain customer loyalty, and scale their operations seamlessly.

eDesk helps eCommerce businesses streamline customer service and enhance satisfaction by addressing the challenges of managing customer inquiries across multiple channels.

Key Benefits: Centralized Support: Manage inquiries from all sales channels—marketplaces, websites, and social media—in one dashboard, reducing complexity and saving time. AI-Powered Automation: Automate routine tasks, prioritize tickets, and suggest responses to resolve issues faster with minimal manual effort. Marketplace-Specific Features: Integrates directly with platforms like Amazon, eBay, and Walmart, providing order and customer data in tickets for accurate and contextual responses. Scalable Solution: Designed to support high-volume operations without compromising efficiency or quality. Improved Team Collaboration: Internal notes and intuitive workflows enable teams to collaborate and resolve tickets seamlessly.

What Makes eDesk Unique: eCommerce-First Focus: Purpose-built for eCommerce, with features tailored to the unique needs of online sellers. Native Integrations: Direct connections with 250+ marketplaces and platforms eliminate the need for extra tools or plugins. Intelligent Automation: Automate repetitive tasks while maintaining personalized responses for complex inquiries. Actionable Insights: Real-time analytics and feedback tools help businesses track and improve service quality. Ease of Use: User-friendly interface ensures quick onboarding and minimal training.

How eDesk Stands Out: While competitors offer general customer support solutions, eDesk focuses exclusively on eCommerce. It excels with deep marketplace integrations, AI-driven tools optimized for sellers, and reporting tailored to metrics like order volumes and refund rates.

eDesk empowers businesses to deliver faster, accurate, and customer-friendly support, ensuring they stand out in today’s competitive eCommerce landscape.

In the past 12 months, we’ve revolutionized customer service for eCommerce with the launch of AVA, our AI Chatbot, and the AI Assist feature. These innovations were developed to empower businesses with cutting-edge tools to enhance efficiency, reduce response times, and deliver exceptional customer experiences at scale.

AVA: AI-Powered Chatbot AVA is a smart, conversational AI chatbot designed to handle customer inquiries 24/7. It ensures that businesses never miss an opportunity to engage with customers, even during peak sales periods or outside business hours. AVA excels in:

Instant Responses, Multichannel Support and Customizable Workflows.

AI Assist: Smarter Customer Support Our AI Assist feature supercharges agents by providing them with tools to deliver faster and more accurate support. It includes:

Suggested Responses, Automation of Repetitive Tasks.

The Impact These innovations enable businesses to handle higher ticket volumes without compromising service quality. By blending AI automation with human expertise, AVA and AI Assist optimize resources, boost team productivity, and improve customer satisfaction.

By launching AVA and AI Assist, we reaffirm our commitment to providing tools that help eCommerce businesses thrive in an increasingly demanding digital landscape. These features are just the beginning of a future where AI becomes an integral part of superior customer service.

“Ava AI chatbot pretty much understands our products better than us. With a 70% deflection rate, the biggest impact is that we haven’t had to scale up our customer service team during peaks.” - Tom Jeffrey, Co-Founder at Wave Spas

“With eDesk, Sennheiser has seen a 61% reduction in overall response times whilst new ticket volumes have increased by 24%. eDesk has honestly been a blessing.” - Brandon Beckham, eCommerce Support Specialist, Sennheiser

“eDesk has absolutely exceeded my expectations. We achieved up to 38% reduction in response times. Everybody that I’ve spoken to in the company has been absolutely fantastic.” – Susie Waghorn, Head of Customer Service at Wetsuit Outlet

“With eDesk we have seen response times improve by over 60%, which is a vast improvement, even though we have had 3x the number of tickets.” - Prabhat Rai, Co-Founder, Life Interiors International

https://www.edesk.com/