Sennheiser and Superdry deploy eDesk customer support tools
E-commerce customer service specialist eDesk is boosting support for its 23,000 agents with a new batch of data driven tools.
This includes a Smart Inbox automation feature that interprets order data around customer issue types, streamlining them into filtered blocks of tickets for faster, batched responses.
This is regardless of the channel – eBay, Amazon, Etsy, Shopify etc – they came through. Tickets are then automatically categorised, prioritised and assigned to the relevant support agents.
Sennheiser, Superdry and CarParts.com are among the companies that have been using the tools to communicate with customers.
“Providing our customers with a best-in-class experience and helping them get from point A to point B as quickly as possible are top priorities,” says Andrew Dingcong, Country Manager at CarParts.com.
“During peak seasons, CarParts.com naturally sees an increase in customer ticket volumes. Integrating eDesk into our workflow has equipped us with a manageable, highly efficient platform to expedite how we service all of our customers' needs.
“Now with this latest release, we can further streamline the way we deal with tickets by grouping similar queries together, meaning we can respond even faster.”
“Coupled with eDesk's new Insights tool, we'll also be able to better understand how agents can guide purchase decisions, making customer support more effective and ultimately enhancing our ability to help customers get back on the road."
Alex Payne, CEO at eDesk, says: “Online shopping has changed forever. Retailers that want to win in this new world need to offer excellent customer support and this latest release from eDesk offers the most powerful multi-channel helpdesk for growing e-commerce sellers.”
“It combines accurate transaction and order data with AI powered automations to transform how quickly remote teams can deliver five star customer service, through automated categorisation and prioritisation, from one simple-to-use consolidated inbox.”
“For anyone selling online in multiple places, eDesk already helped them save time. Now it’s gotten smarter too.”
Sign up for our free retail technology newsletter here.
Continue reading…