— eDesk

One source of truth for customer support insights

Whether you sell on one channel or across tens of marketplaces and webstores—eDesk brings everything together for you to compare and analyse customer support and sales performance with one-click ease.  Spot problems day-to-day and see trends that can empower you to make better decisions across various business functions—from pre-sales and customer support to review generation and inventory management.

Get granular with customisable reporting capabilities

The intuitive document editor makes it super easy for you to publish a library of help articles that ensure your customers have instant access to the on-brand information they need, even during busy periods, out of hours and in different time zones. Assign categories, keywords, and tags to each article to effortlessly direct customers to the most relevant content in just a few clicks, eliminating the need to contact an agent altogether.

So, what exactly can eDesk Insights measure?

SLA & response time

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Customer satisfaction

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Sales & orders

Track sales order values from each channel, pinpoint products that are generating the highest number of queries and evaluate their impact on support costs.

Agent performance

See how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods.

Ticket volumes

Ticket metrics help you understand volumes, busy periods, resolution averages as well as the channels, tags and query types associated with them.

Voice support

Get access to an overview of voice support performance and see a full history of your support calls, along with the associated ticket and handing time.

“The best customer based system we’ve ever had! eDesk gives what we want. The messaging system is very easy to use.

Edgardo Amar

June 2017

FAQs

See how eDesk can improve your CX, your way

Try eDesk for free: the best way to really see how your support can improve

Connecting a channel won’t interrupt your current processes
Your data is safe with us
Simple setup with assisted onboarding

Try eDesk for free

14-day trial | No credit card required | Guided setup

Not ready to connect a channel but still want to explore eDesk? Try our product tour.

Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace

Test out viewing and responding to queries
Get a full scope of what features and insights are available
Get familiar with the product to make your setup a breeze

Take the product tour

Let our product specialists walk you through eDesk and answer any questions

Don’t play a guessing game of how to improve your support. Our experts are on call to listen to your pain points and find solutions, fast.

1-to-1 personalized discussion with our product experts
Address individual team or business issues
Discuss any questions around integrations or setup

Speak with one of our experts

Everything eDesk has to offer, explained in only 3 minutes

Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.

A quick tour of the eDesk mailbox
Demonstration of efficiency-boosting AI features
A look at ticket view with all customer & order details

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Professional

Streamline and optimize your entire support operation

Start with a 14-day free trial that includes every feature, then pick the plan that’s right for you.

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Stay on top of key support metrics and trends.