eCommerce customer service specialist eDesk has introduced a batch of AI advancements and new data-driven tools for its 23,000 agents.
The company, whose 5,000 clients include including Superdry, Argos, PayPal, Sennheiser, HP, Suzuki and Carparts.com, says the updates will help equip retailers with the means to communicate with customers more quickly and efficiently. Regardless of the channel – Amazon, eBay, Etsy, or Shopify etc – that they are using.
The surge in online shopping, especially over the last year, has resulted in a huge uptick in customer queries. According to eDesk the number of online transactions requiring customer support have increased from one-in-eight to one-in-six.
eDesk’s latest update 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.
Tickets are automatically categorised, prioritised and assigned to the relevant support agents, making the management of increased enquiry volumes smoother, it says.
While the new insights tools provide one-click multichannel overviews of customer support volumes, orders and sales at speed.
There’s also a dedicated eCommerce templates function, with translation capabilities, that offers a series of adaptable replies to common customer queries.
Andrew Dingcong, country manager at CarParts.com, said: “At CarParts.com, 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.
“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 of eDesk, said: “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 eCommerce sellers.
“The eCommerce market experienced the equivalent of a decade of growth in just 90 days, according to McKinsey, demonstrating a significant shift in consumer habits. Even as shops prepare to reopen, we’ve seen that the retail space continues to change and recognise the power of eCommerce – the likes of Topshop and Debenhams moving to online-only is evidence of that.”
eDesk’s parent company xSellco has also announced that it is changing its trading company name to eDesk, in recognition of the importance of eCommerce over the past year.
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