CTO Corner: Feature Focus on eDesk’s New Smart Inbox
Feature Focus: Smart Inbox

CTO Corner: Feature Focus on eDesk’s New Smart Inbox

In the first of a new series, eDesk Chief Technology Officer, Gareth Cummings, gives us an insight into his own experiences and how they’ve influenced the launch of eDesk’s new Smart Inbox. Ask yourself – how many unread messages are in your inbox right now? When you glance at the unread total, do you get …

Help Your Helpdesk Empower Your Brand
Alex Payne CEO eDesk

Help Your Helpdesk Empower Your Brand

The internet has transformed how we shop, with lower prices, more choice and almost unlimited availability, all from the convenience of our homes and our phones. But the challenges of 2020 have forced changes upon the eCommerce community that have been embraced by both buyers and vendors at a speed which technologists could not have …

Amazon Seller Feedback: Everything You Need to Know
Amazon Seller Feedback

Amazon Seller Feedback: Everything You Need to Know

Amazon got to where it is today by providing a world-class experience for customers, an experience built on trust. If you’re selling on Amazon, you need to do your bit to maintain that trust. In return, you’ll find yourself flooded with positive feedback and kind words…or will you? Is maintaining a good level of Amazon …

What Does Data Tell Us About the Future of eCommerce?
Future of eCommerce

What Does Data Tell Us About the Future of eCommerce?

Business thrives on data, and none more so than eCommerce businesses. Using tools to collect your own data, like a helpdesk, can provide Transaction Intelligence on a small but actionable scale. You can use that data to make immediate improvements to your business. But what about the big picture? Never fear, eDesk have crunched the …

eDesk Supercharges Customer Support with AI Advancements, Equipping Retailers for Ongoing eCommerce Boom
eDesk Launch Smart Inbox

eDesk Supercharges Customer Support with AI Advancements, Equipping Retailers for Ongoing eCommerce Boom

London, 16th March 2021: Global online sales grew 27.6% in 2020 to reach $4.28tn [1] and the number of transactions needing customer support increased from one-in-eight to one-in-six [2]. In response, eCommerce customer service specialist eDesk is supercharging support for its 23,000 agents with AI advancements, expediting the company product roadmap. Following the continued rise …

A Message From Our CEO: The Next Phase of eDesk
eDesk Helpdesk

A Message From Our CEO: The Next Phase of eDesk

CEO Alex Payne discusses the future of eDesk, as the company enters the next phase of its growth. Online shopping has changed… forever. Over the last year, the global pandemic has forced changes in consumer behaviour with more people turning to online than ever before, which has accelerated digital adoption by around seven years. The …

7 Steps to Improve Your Customer Support Strategy
Customer Support Strategy

7 Steps to Improve Your Customer Support Strategy

Customer support is an integral part of selling online. Small issues left unresolved can escalate and have serious consequences for your reputation and seller rating. But customer support doesn’t have to be a labour-intensive process. Having a well-defined strategy in place and excellent customer support software is the best way to manage it successfully. Here …

7 Top Customer Support Trends for 2021
Customer support trends

7 Top Customer Support Trends for 2021

Just like a classic car, aged whiskey or that little black dress, superior customer service never goes out of style. Companies like First Direct, Lakeland, and Marks & Spencer are well known and well respected for their excellent customer service.  In fact, it’s been this attention to detail and focus on the customer experience that …

Best eCommerce Help Desk Software: The Complete List 2021
eCommerce Help Desk Software

Best eCommerce Help Desk Software: The Complete List 2021

If you’re an online retailer, you know that customer satisfaction is everything. Failing to provide good customer service can have a significant impact on your company’s bottom line. In fact, research has found that 68% of consumers say they are willing to pay more for products and services from a brand known to offer good …

11 Best Social Media Customer Service Software for 2021

11 Best Social Media Customer Service Software for 2021

If you have a customer-facing business in 2021, it’s a given that your customers are talking to your business, or, indeed, about your business, on social media. Social platforms like Facebook, Twitter, and Instagram provide a useful two-way communication channel with your customers. But it’s up to you as a company to have the right …

eDesk Product Update: Feb 2021
eDesk Product Update Feb 2020

eDesk Product Update: Feb 2021

Over the last few months, the eDesk Product team has been working hard on making our eCommerce helpdesk and feedback platform even better. Check out what’s new including an updated Mailbox and Etsy integration, plus what’s next including Smart Groups and an updated mobile app in our first product update of 2021. What’s New Improved …

How to Sell on Etsy: A Beginner’s Guide to Succeed in 2021
Sell on Etsy in 2021

How to Sell on Etsy: A Beginner’s Guide to Succeed in 2021

If you’re an independent artisan, maker or a distributor of handmade or vintage items, you may be considering Etsy as a marketplace to sell your products. Alongside Amazon, eBay, and Walmart, Etsy is one of the most popular online marketplaces. However, Etsy sets itself apart from other ecommerce marketplaces because it specializes in offering only …