eDesk has announced a new partnership with Aircall which provides online retailers with access to cloud-based phone calling capabilities.
With this new native integration, eDesk ensures that all email, chat, social and inbound and outbound phone queries can now be handled in one inbox. Aircall’s cloud infrastructure means calls can be distributed evenly amongst agents, who then access current information plus every interaction the company has previously had with the customer, thereby enabling more productive conversations.
Research conducted by Aircall has discovered that 60 per cent of US consumers consider voice to be their preferred way to reach online sellers, while phone calling is also the first customer service option that most Europeans choose at 46 per cent. eDesk’s central hub will now offer shoppers faster access to online retailers, while sellers have the opportunity to reduce handling times even further.
The deal follows an exceptional growth period for both companies, during which eDesk has continually evolved products with AI and beyond to give sellers more autonomy, while Aircall received a US $120m investment in June.
Commenting on the partnership, Alex Payne, CEO at eDesk, says: “We’re thrilled to have joined forces with Aircall, establishing a partnership that allows eDesk users to add voice to their suite of communications. Customers won’t hesitate to use a multitude of channels to communicate, especially when they have an issue that needs resolving and expect the same level of service regardless of their choice. During this time of eCommerce expansion, sellers need a solution that allows their business to grow. This means answering queries fast to get positive feedback, which will build their reputation and their ranking within the marketplace algorithms.”
“Data from our research earlier this year has found there’s a fine 24-hour window of opportunity to resolve any queries and, combined with Aircall’s findings about a preference for voice, this improvement will help online sellers have a more strategic and convenient multi-channel approach to their operations.”
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