A lot of companies think that customer service is a matter of being nice and providing good quality products. While that is true, it's not the only thing that matters. What many companies have to realize is that they also need good customer service software.
Now that online shopping has developed into a billion-dollar industry, it is important that the customer service processes for ecommerce sites be streamlined. Here are some essential customer service software for ecommerce sites that can streamline these processes.LabiDesk is the first tool that ecommerce sites can use to help make the customer service processes more streamlined.There are many other tools like eDesk and eDesk Alternatives that can help ecommerce sites to make the customer service processes more efficient.
Every successful e-commerce business needs a decent customer support team backing it up to ensure that the customers are being looked after. Customer support software can help with many aspects of the business including scheduling and planning the calendar for the support team, tracking KPI and overall customer satisfaction with your store and products you sell. But you need to be careful when choosing one and there are many factors that you need to take into account before investing in one. Let's take a look at eDesk features and this list of eDesk Alternatives.
It is a daunting challenge for every small business owner to find new customers and keep existing ones happy. This is especially hard for eCommerce companies as they contend with all the above plus a whole slew of operational headaches. Businesses need to keep constant track of customer queries from sales channels, social and email. They also need to get it right or they'll lose the customer and their revenue.
What is eDesk?
eDesk is a SaaS product for eCommerce customer support that helps businesses provide better service by enabling teams to manage communications to buyers, respond to inquiries and track the progress of orders. When a business grows, its support channels do too. eDesk integrates with over 70 eCommerce sites and apps, so teams can manage all their support communications from one place instead of using disparate tools. eDesk also features a Salesforce and other CRM integrations, so teams can see all their customer inquiries in one spot, complete with order data, making it easier to give people the best buying experience possible. A question you may be asking, are there any good eDesk Alternatives? eDesk Features
✅ Consolidated channels
Salespeople can get more work done and spend less time on customer support while providing better answers to their customers with eDesk's customer support solution. Not only that, but eDesk also consolidates sales, social and email channels into a central shared dashboard, so reps don't need to go from system to system. It gives users the tools and corresponding order data they need to easily and smoothly handle customer issues, so that you can get back to selling! This is what you can have with eDesk and some eDesk Alternatives.
✅ Assigning
eDesk is a time-saving tool that makes it easy to manage customer support enquiries. Not only can you assign order tickets, but you can also prioritize tasks and have them done efficiently. If you're managing a support team, you'll find it easier to deal with issues if they're assigned to the right people and you can keep track of progress on the Support Dashboard. This feature is available with eDesk and eDesk Alternatives.
✅ Personal Responses
With eDesk and some eDesk Alternatives their customer-service platform will allow customer service agents to send personalized messages to customers in just two clicks. To do this, the system needs to have all the relevant customer data, and customer service needs, as well as pre-built templates. After the customer service representative chooses a template for a customer to respond with, the system will suggest the correct template for the representative to use.
“In the beginning, I was just a small business owner with a couple of inventory items, trying to list and sell them on a website where I could get them noticed. I wanted some help. I quickly realized that the only way to get ahead of the competition was to appeal to customers on a personal level and make the experience as easy as possible. I hated the thought of having to respond to emails and messages one by one, so I looked into automating my responses and came across this package. It's been a godsend, and the template builder and suggestion system were a delight to use! Now I can understand how convenient it is - Eric (Online Seller)”
✅ Measure Performance
Customer support is about more than just fielding support tickets or calls. With eDesk and eDesk Alternatives it's about being proactive and improving the customer experience. Identifying trends in customer support helps companies and businesses make these improvements. eDesk is a platform that helps companies identify these trends by analyzing queries and letting the customer service team know where to focus their efforts. By using eDesk, you can analyze trends in customer support by store, language and query type. You can also create templates to help speed up answering queries.
✅ Auto Translation
Your business is important to you, and you want to share it with the world. That's why you're looking for new ways to reach clients who speak a language other than your own. But vendors like eDesk Alternatives only allow you to translate content, and hiring multilingual agents can be expensive. eDesk solves this problem by translating your content for you. eDesk's automatic translation technology allows you to expand your business globally with ease. The translation engine is always learning, and it will only get smarter, allowing you to assist more and more customers around the world with your products and order information. But auto translation is not a new feature and it is widely used by eDesk Competitors, you can see from this list, what other eDesk Alternatives have this feature.
✅ Order Details.
With help desk software for online sellers like eDesk and eDesk Alternatives you can view full details about every order placed on your online store. This includes the order number and details of the customer, such as their email address and their name, product they ordered, shipping address, previous order history, total spent and spent on this particular order. This information is available in your eDesk account, by linking eCommerce management platforms such as Shopify, WooCommerce, eBay, Amazon and others.
✅ Labels & Rules
With eDesk and eDesk Alternatives it's important to organize your emails so you don't lose track of important messages. By applying labels to incoming messages, you can quickly identify common support issues and assign agents or queries to the relevant folders. Rules can be created for each label, which automatically applies it to emails that you select. This way, you're able to see issues that require your attention and don't have to waste time manually applying labels. You can also view the contents of each label from the main inbox, so you will be able to find any information you need. If possible, you should also compose a quick reply to the recipient. The quicker you respond, the more likely it is that they will respond positively to you.
✅ Collision Detection
As a customer service rep it's not uncommon to get multiple customer queries that relate to the same problem. However, trying to reply or answer both of these queries separately can be a little distracting or time consuming. Thankfully, there are programs where you can work with your teammates to create a system where you can all work on the same query at once. Help desk software for online sellers like eDesk and eDesk Alternatives allow you to receive an alert if a teammate is already dealing with the same customer query that you are, thus eliminating the need to keep checking who's working on what.
✅ Targeted Response Time
When it comes to setting expectations, it's vital to meet them. After all, it's a terrible feeling to be stuck in a situation where you're unsure of when you'll get your problem resolved. While many companies have strict deadlines, it doesn't mean they're enforced. Here are some reasons why you need to have deadline expectations: Deadlines help you stay focused. Eliminate time wasting activities. Encourage careful work. Decrease errors. Make personnel accountable. Make the deadline visible. Although you'll have your own target response times, it's vital to maintain the standard marketplace Service Level Agreement of 24 hours. This will keep you from getting any angry customers and increase your reputation in the eyes of others! It's important for eDesk and eDesk Alternatives to have this feature.
✅ Schedule Shift Accordingly
During the holidays, there are always going to be a lot of people in your store. The trick to making sure your customers have the best experience possible is to just control the chaos. You want to make sure that your customer service representatives are prepared and can handle the workload, so making sure they know when are the busiest time of the day and week of your online store, makes things easy and convenient for your customers and customer service agents. It may seem like a waste at first to have your support team scheduled according to the orders volumes, but when there are crazy high traffic times at your store, you're going to be glad that you did. Look for these features in eDesk and eDesk Alternatives.
✅ Live Chat for Online Stores
There are a lot of ways you can improve your business and there are a lot of different features you can use to do so. However, there is one option that is becoming more popular than all the rest, and that’s live chat. This allows the user to speak directly with a representative (in real time) and thus expedite the customer service process. There are a lot of e-commerce sites using live chat, and that’s because it’s effective. If you want to boost sales for your e-commerce business, it’s worth looking into eDesk and eDesk Alternatives.
✅ Call Center
Many companies prefer to stay local, so it is your responsibility as a company to provide them with exactly what they need, without any inconvenience or costs. With Aircall's seamless integration with eDesk and eDesk Alternatives, you can deliver a more personal, local, and cost-friendly experience to your clients over the phone via local phone numbers. This allows you to serve them more efficiently than ever before.
7 Best eDesk Alternatives & Competitors
LabiDesk
LabiDesk is one of the best help desk software for eCommerce. It offers integrations with Shopify, WooCommerce, Magento and more. LabiDesk is one of the best eDesk Alternatives.
Gorgias
Gorgias is also a help desk software with emphasis on eCommerce. It would be a great alternative to eDesk.
ReAmaze
ReAmaze is a help desk software powered by GoDaddy. It offers a wide variety of features. It is also one of the best eDesk Alternatives.
Wix Answers
Wix Answers is a help desk software powered by Wix website builder. It is a good customer service software and definitely one of the best eDesk Alternatives.
Zendesk
Zendesk is a help desk software for all types of business activity and niche. It is also one of the best eDesk Alternatives.
Freshdesk
Freshdesk is a good help desk software, it is very similar to Zendesk. Freshdesk is another great eDesk Alternatives.
Hubspot Service Hub
Hubspot is a suite of apps and one of them is Hubspot Service Hub customer service software. It is also a good eDesk Alternatives.
We hope you enjoyed our 7 eDesk Alternatives for Ecommerce Businesses article. eDesk is a great option for people who want to start an online store, but it's not the only option you have. With a little research and some careful consideration, you can find the right platform for your business and your unique needs. Thank you for reading, we are always excited when one of our posts is able to provide useful information on a topic like this! If you have any other questions or concerns about starting an online store, please contact us anytime.
Hey ?, check out these 5 Best Wix Answers Alternatives & Competitors in 2022!
