Customer Service Archives - eDesk | Faster, smarter customer support software for eCommerce https://www.edesk.com The customer support platform for businesses serious about eCommerce Thu, 03 Aug 2023 20:50:22 +0000 en-US hourly 1 https://wordpress.org/?v=6.0.5 https://www.edesk.com/wp-content/uploads/2021/12/cropped-edesk-e-avatar-32x32.png Customer Service Archives - eDesk | Faster, smarter customer support software for eCommerce https://www.edesk.com 32 32 Top 7 Help desk apps for BigCommerce in 2023 https://www.edesk.com/blog/best-help-desk-apps-bigcommerce/ Thu, 03 Aug 2023 15:47:04 +0000 https://www.edesk.com/blog/best-help-desk-apps-bigcommerce/ Help desk apps for BigCommerce – do you really need one? If you want to improve your customer service, save time, and drive more sales, the answer’s yes. Whether you’re looking to free up the time you spend on manual tasks or boost your customer satisfaction rates, having a help desk for your eCommerce store […]

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]]> Top 10 Ways to Use AI in eCommerce Customer Support https://www.edesk.com/blog/top-10-ways-to-use-ai-in-ecommerce-customer-support/ Fri, 07 Jul 2023 19:43:56 +0000 https://www.edesk.com/blog/top-10-ways-to-use-ai-in-ecommerce-customer-support/ From providing out-of-hours support to replying hands-free, here are 10 ways to use AI in eCommerce customer support.

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]]> Amazon Prime Day 2023: Customer Service Best Practices + Tips for Sellers https://www.edesk.com/blog/amazon-prime-day-customer-service/ Wed, 28 Jun 2023 19:43:46 +0000 https://www.edesk.com/blog/amazon-prime-day-customer-service/ Are you ready for Amazon Prime Day 2023? Follow our Amazon Prime Day customer service best practices to slay this year’s shopping extravaganza!

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]]> How to Set Up a Strong Marketing Strategy for eCommerce Startups and New Online Stores https://www.edesk.com/blog/how-to-set-up-ecommerce-startup-marketing-strategy/ Fri, 23 Jun 2023 20:31:30 +0000 https://www.edesk.com/blog/how-to-set-up-ecommerce-startup-marketing-strategy/ From understanding your target customer to addressing pain points, learn how to set up an effective marketing strategy for your new eCommerce store.

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]]> Amazon vs eBay: Which Marketplace Should You Sell On? https://www.edesk.com/blog/amazon-vs-ebay-compare/ Wed, 24 May 2023 13:01:04 +0000 https://www.edesk.com/blog/amazon-vs-ebay-2/ Trying to compare Amazon vs. eBay? Discover which marketplace is the best fit for your eCommerce business.

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]]> What is eCommerce personalization and why should you care? https://www.edesk.com/blog/ecommerce-personalization/ Wed, 17 May 2023 23:20:57 +0000 https://www.edesk.com/blog/ecommerce-personalization/ If you want to make more sales and encourage brand loyalty, eCommerce personalization is the key to success. Here's everything you need to know.

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]]> The Future of eCommerce Begins Today: Introducing eDesk AI https://www.edesk.com/blog/edesk-ai/ Tue, 09 May 2023 12:07:50 +0000 https://www.edesk.com/blog/edesk-ai/ We are thrilled to announce the launch of eDesk AI. This revolutionary software ushers in the next generation of customer support for eCommerce.

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]]> 30 Customer Service Stats eCommerce Sellers Shouldn’t Ignore https://www.edesk.com/blog/30-customer-service-stats-ecommerce/ Fri, 05 May 2023 06:04:43 +0000 https://www.edesk.com/blog/30-customer-service-stats-ecommerce/ Curious about customer service stats for 2023? From the value of great support to the evolution of AI, here's what eCommerce sellers need to know.

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]]> Why Online Customer Reviews are the Ultimate Salesperson for eCommerce https://www.edesk.com/blog/online-customer-reviews-salesperson-for-ecommerce/ Tue, 02 May 2023 14:43:28 +0000 https://www.edesk.com/blog/online-customer-reviews-salesperson-for-ecommerce/ From increasing sales and brand awareness to improving SEO and saving money, here's why positive eCommerce reviews are key to your brand's success.

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]]> AI Use Cases in eCommerce: Boost Every Aspect of Your Business https://www.edesk.com/blog/ai-use-cases-in-ecommerce/ Mon, 01 May 2023 23:11:13 +0000 https://www.edesk.com/blog/ai-use-cases-in-ecommerce/ Curious about AI use cases in eCommerce? You're not alone. Here are 10 ways to use artificial intelligence to improve every facet of your business.

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]]> 3 Time-Saving Tips for Customer Service Automation https://www.edesk.com/blog/3-time-saving-tips-for-customer-service-automation/ Wed, 26 Apr 2023 18:53:25 +0000 https://www.edesk.com/blog/3-time-saving-tips-for-customer-service-automation/ From auto-responders to artificial intelligence (AI), here are 3 ways to save loads of time using customer service automation.

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]]> Customer Loyalty and Retention: The Pitfalls of a Bad Approach https://www.edesk.com/blog/customer-loyalty-and-retention-pitfalls/ Fri, 21 Apr 2023 01:06:37 +0000 https://www.edesk.com/blog/customer-loyalty-and-retention-pitfalls/ Discover the consequences of a poor customer loyalty and retention strategy. Plus get tips on how to avoid these pitfalls for your business.

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]]> Customer Service for eCommerce: Top 10 Tips You Need to Know https://www.edesk.com/blog/customer-service-for-ecommerce-tips/ Tue, 18 Apr 2023 15:04:10 +0000 https://www.edesk.com/blog/customer-service-for-ecommerce-tips/ Customer service for eCommerce doesn't have to be so time-consuming or stressful. Use this cheat sheet with our top 10 customer service tips for online sellers.

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]]> How to Use the Power and Influence of Gen Z to Your Business Advantage https://www.edesk.com/blog/how-to-use-gen-z-influence-to-your-advantage/ Tue, 21 Mar 2023 16:27:52 +0000 https://www.edesk.com/blog/how-to-use-gen-z-influence-to-your-advantage/ Discover pro tips on how to leverage the power and influence of Gen Z to create a better eCommerce business.

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]]> 9 Best eCommerce Help Desk Software: The Complete List (2023) https://www.edesk.com/blog/ecommerce-help-desk-software/ Tue, 28 Feb 2023 11:18:56 +0000 https://www.edesk.com/?p=3967 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. That’s why finding the best eCommerce help desk software is essential. In fact, research has found that 68% of consumers say they are willing to pay more […]

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]]> 10 ways to make angry customers happy https://www.edesk.com/blog/10-steps-turning-angry-customer-happy-one/ https://www.edesk.com/blog/10-steps-turning-angry-customer-happy-one/#respond Tue, 21 Feb 2023 12:22:46 +0000 https://www.blog.edesk.qa.xsell.co/resources/10-steps-turning-angry-customer-happy-one/ Angry customers are something that all online sellers will have to deal with at some point. Find out how to turn this challenging situation around and deliver a positive outcome.

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]]> https://www.edesk.com/blog/10-steps-turning-angry-customer-happy-one/feed/ 0 10 Best Social Media Customer Service Software for 2023 https://www.edesk.com/blog/social-media-customer-service/ Mon, 20 Feb 2023 16:19:58 +0000 https://www.edesk.com/?p=4009 If you have an eCommerce customer-facing business in 2023, 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, WhatsApp and Instagram provide a useful two-way communication channel with your customers. But it’s up to you as a company to have […]

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]]> How to Calculate and Increase Customer Lifetime Value (LTV) https://www.edesk.com/blog/how-to-calculate-and-increase-customer-lifetime-value/ Fri, 03 Feb 2023 13:03:20 +0000 https://www.edesk.com/blog/how-to-calculate-and-increase-customer-lifetime-value/ Customer lifetime value (LTV or CLV) is a crucial metric that measures the total value a customer brings to a business over the course of their lifetime. In eCommerce, LTV plays a crucial role in determining the health and success of a business. The higher the LTV, the more profitable and sustainable the business will […]

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]]> Using ChatGPT for eCommerce customer service https://www.edesk.com/blog/using-chatgpt-for-ecommerce-customer-service/ Tue, 31 Jan 2023 15:30:17 +0000 https://www.edesk.com/blog/using-chatgpt-for-ecommerce-customer-service/ No matter what industry you're in today, it seems ChatGPT is going to have major implications for how you do business—and the eCommerce space is no different. In fact you may be reading this blog with one question on your mind, “Will ChatGPT replace humans in customer service?” The short answer is, no. Using ChatGPT […]

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]]> How to Promote Your Online Store: Marketing Strategies to Build a Robust eCommerce Channel for 2023 https://www.edesk.com/blog/how-to-promote-your-online-store-marketing-strategies-to-build-a-robust-ecommerce-channel-for-2023/ Fri, 27 Jan 2023 10:55:36 +0000 https://www.edesk.com/blog/how-to-promote-your-online-store-marketing-strategies-to-build-a-robust-ecommerce-channel-for-2023/ Do you ever think promoting your online store feels more like a chase than a marketing initiative? You’re not alone. In fact, marketers believe that generating traffic and leads will be their biggest marketing challenge in 2023, with “hiring top talent” following close behind. The solution? Every online store needs a solid marketing strategy arsenal […]

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]]> How to value an eCommerce business https://www.edesk.com/blog/value-ecommerce-business/ Mon, 23 Jan 2023 10:30:33 +0000 https://www.edesk.com/blog/value-ecommerce-business/ Does your business have value? We’re talking profit, growth, and reputation. All of these things contribute to the value of your business, but there are still questions to be asked – namely, how can you numerically value your eCommerce business, and why do it? Consulting professionals, preparing what you'll need, and doing your research can […]

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]]> CJ Dropshipping: Everything you need to know to get started https://www.edesk.com/blog/cj-dropshipping-everything-to-get-started/ Fri, 20 Jan 2023 10:15:10 +0000 https://www.edesk.com/blog/cj-dropshipping-everything-to-get-started/ Any eCommerce store owner knows that owning an online store comes with challenges. There's the issue of how to provide excellent customer service, how to design a store with little to no design experience, and where to market your store. But arguably the most difficult aspect of running an eCommerce business? Fulfilling orders. Enter: dropshipping. […]

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]]> 14 Stunning Customer Service Videos to Motivate and Inspire https://www.edesk.com/blog/customer-service-videos/ Fri, 13 Jan 2023 17:01:12 +0000 https://www.edesk.com/?p=2126 Watching customer service videos is a great way to grow your knowledge, be inspired and find tips to share with your support team. Ranging from two minutes to twenty minutes, here are 14 inspirational customer service videos to inspire you and your team.

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]]> 7 steps to improve your customer support strategy in 2023 https://www.edesk.com/blog/customer-support-strategy/ Wed, 11 Jan 2023 14:10:28 +0000 https://www.edesk.com/?p=4041 Customer support is an integral part of selling online. Find out how to improve your customer support and sell more in seven simple steps.

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]]> 9 best customer service tools for eCommerce businesses in 2023 https://www.edesk.com/blog/customer-service-tools/ Wed, 04 Jan 2023 09:19:15 +0000 https://www.edesk.com/?p=5534 Today’s customers have a number of different ways through which they can contact your business for help and questions, such as phone, email, live chat and social media. For any high-growth business, having a strategy to deal with these different customer communication channels is the cornerstone of any omnichannel customer service programme. But, with so […]

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]]> How to Create a Great eCommerce Customer Experience in 2023 https://www.edesk.com/blog/ecommerce-customer-experience/ Wed, 21 Dec 2022 15:36:40 +0000 https://www.edesk.com/?p=4231 No matter what industry you’re in, you’re being measured against the best customer experience a consumer has had. Seems like a lot of pressure, right? Well, it is! Because 73% of consumers say customer experience plays a key role in their purchasing decisions. What Exactly is eCommerce Customer Experience? Customer experience is the perception customers […]

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]]> 4 Customer Support Metrics That Will Drive Growth in 2023 https://www.edesk.com/blog/customer-support-metrics/ https://www.edesk.com/blog/customer-support-metrics/#respond Mon, 19 Dec 2022 10:48:29 +0000 https://www.blog.edesk.qa.xsell.co/resources/customer-support-metrics/ So many data points, but what exact customer support metrics to follow? Here are four meaningful metrics that our customer support team swear by.

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]]> https://www.edesk.com/blog/customer-support-metrics/feed/ 0 How to grow an eCommerce business in 2022 https://www.edesk.com/blog/grow-your-ecommerce-business/ Wed, 07 Dec 2022 12:31:07 +0000 https://www.edesk.com/blog/grow-your-ecommerce-business-2/ Setting up an eCommerce business is simple enough; however, growing your eCommerce business requires a solid strategy. If you're looking to grow your store into a successful business that brings in significant revenue, you'll need to implement some proven growth techniques. The secret to a successful business of any kind lies in freeing up the […]

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]]> Customer segmentation in eCommerce: everything you need to know https://www.edesk.com/blog/customer-segmentation-in-ecommerce-everything-you-need-to-know/ Thu, 06 Oct 2022 13:05:24 +0000 https://www.edesk.com/blog/customer-segmentation-in-ecommerce-everything-you-need-to-know/ Dive deeper into what eCommerce customer segmentation is, how it can benefit your brand and some quick and easy ways that you can implement it.

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]]> Recession proof your eCommerce business with a customer-first approach https://www.edesk.com/blog/recession-proof-your-ecommerce-business-with-a-customer-first-approach/ Wed, 21 Sep 2022 15:40:36 +0000 https://www.edesk.com/blog/recession-proof-your-ecommerce-business-with-a-customer-first-approach/ Get the information you need to maintain increased demand and digital sales throughout a global recession, as consumers prioritize staples over luxury purchases.

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]]> A Guide To Multi Language Customer Support https://www.edesk.com/blog/multi-language-customer-support-guide/ Thu, 01 Sep 2022 10:30:33 +0000 https://www.edesk.com/blog/multi-language-customer-support-guide/ Could multi language customer support make a difference to your business? Multi language customer support If the answer is a resounding yes… Read on to find out more about some multilingual support options. There are quite a few approaches It's important you choose the one that's right for your business. It's not all about just […]

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]]> Ultimate guide to increasing your eCommerce conversion rates with Live Chat https://www.edesk.com/blog/ultimate-guide-increasing-ecommerce-conversion-rates-live-chat/ Wed, 10 Aug 2022 16:19:03 +0000 https://www.edesk.com/blog/ultimate-guide-increasing-ecommerce-conversion-rates-live-chat/ Increasing eCommerce conversion rates with live chat is becoming more and more effective thanks to systems like eDesk live chat. Did you know that by adding live chat to your eCommerce stores, you could see a significant increase in your conversion rates? It’s true! Live chat support provides a personal touch that can make all […]

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]]> Best practice for Live Chat prompts https://www.edesk.com/blog/best-practice-for-live-chat-prompts/ Wed, 10 Aug 2022 16:12:11 +0000 https://www.edesk.com/blog/best-practice-for-live-chat-prompts/ This article will teach you more about the importance of an effective live chat feature for your brand and some of the best practices you can use to ensure your live chat feature is as good as possible. How often have you encountered a poor live chat experience? We’ve all been in that situation. You […]

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]]> Top 10 Prime Day statistics that every Amazon seller should know https://www.edesk.com/blog/prime-day-stats/ Mon, 11 Jul 2022 16:09:07 +0000 https://www.edesk.com/?p=27833 Prime Day 2022, Amazon’s annual 2-day sales extravaganza will take place July 12-13th. It’s a great opportunity for you to boost your revenue, and turn new customers into loyal customers with great customer service. So you can check your operations are running efficiently this year, we’ve compiled a list of Amazon Prime Day Statistics, including […]

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]]> 3 ways AI customer support can improve your eCommerce business https://www.edesk.com/blog/ai-customer-support/ https://www.edesk.com/blog/ai-customer-support/#respond Wed, 25 May 2022 09:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/how-ai-powered-customer-service-will-boost-your-bottom-line/ Artificial Intelligence is the most exciting development in the field of customer support in recent memory, allowing businesses to engage more effectively with their clients than ever before. The knock-on effect that this is going to have on your bottom line is very exciting. Here's why.

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]]> https://www.edesk.com/blog/ai-customer-support/feed/ 0 [Infographic] Why online sellers need extraordinary multichannel customer experiences ​ https://www.edesk.com/blog/infographic-why-online-sellers-need-extraordinary-multichannel-customer-experiences/ Mon, 11 Apr 2022 15:11:12 +0000 https://www.edesk.com/?p=23997 [Infographic] Why online sellers need extraordinary multichannel customer experiences

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]]> How to support multichannel eCommerce growth with extraordinary omnichannel customer experiences https://www.edesk.com/blog/multichannel-ecommerce-omnichannel-customer/ Tue, 22 Feb 2022 11:28:06 +0000 https://www.edesk.com/?p=23125 Modern customers aren’t just shopping through one specific channel every time. The typical 21st Century customer interacts with numerous channels, both physical and digital, from brick-and-mortar stores to websites, social media, email, print, marketplaces, and webstores – all of which are all critical to the purchase journey and customer experience. This merging of different marketing, […]

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]]> 6 customer service email templates that will save you hours in 2023 https://www.edesk.com/blog/customer-service-email-templates/ Tue, 01 Feb 2022 14:27:27 +0000 https://www.edesk.com/?p=5357 Email has made our lives so much easier in immeasurable ways, yet it can still be tricky getting it right, as tone and intent can’t always be conveyed accurately in writing. This is where customer service email templates can be a big help. After all, you never want your email to be the one that goes […]

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]]> 16 proven ways to increase eBay sales in 2023 https://www.edesk.com/blog/increase-sales-ebay/ https://www.edesk.com/blog/increase-sales-ebay/#respond Mon, 31 Jan 2022 09:49:42 +0000 https://www.blog.edesk.qa.xsell.co/resources/increase-sales-ebay/ Looking to put a rocket under your eBay sales? We've compiled 16 essential hacks that can help you to increase your sales on eBay.

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]]> https://www.edesk.com/blog/increase-sales-ebay/feed/ 0 Cryptocurrency and blockchain in eCommerce https://www.edesk.com/blog/cryptocurrency-in-ecommerce/ Wed, 26 Jan 2022 08:30:36 +0000 https://www.edesk.com/?p=22621 With Bitcoin, Ethereum and Dogecoin making news headlines in the past year, it’s been hard not to notice the impact of blockchain based cryptocurrencies on everyday people. So how  does cryptocurrency and blockchain in eCommerce impact online retailers specifically? An alternative payment system built on the blockchain ledger, cryptocurrency has found cultural cache as an […]

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]]> 9 effective tips for Customer Service Managers in 2023 https://www.edesk.com/blog/customer-service-managers/ Sat, 22 Jan 2022 19:10:01 +0000 https://www.edesk.com/?p=3767 Customer service managers have always required expertise and the ability to remain flexible in the face of change. In 2023, it’s even more so. The customer journey has become increasingly omnichannel – merging web, mobile, and in-store – for a more dynamic experience. In fact, customer expectations around all aspects of the shopping experience are […]

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]]> 10 expert ways to deliver great customer service in 2023 https://www.edesk.com/blog/great-customer-service/ Wed, 29 Dec 2021 08:00:11 +0000 https://www.edesk.com/?p=3996 As we enter 2023, customer service has never been more important. Research shows that 86% of customers will pay up to 25% more for good customer service. Customers who had the best customer experience spent 140% more than those who’d experienced poor customer service. With eCommerce sales at an all-time high and overall retail sales […]

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]]> Best Shopping Cart Software For Your Business in 2023 https://www.edesk.com/blog/shopping-cart-software/ Fri, 17 Dec 2021 16:58:35 +0000 https://www.edesk.com/?p=5597 Choosing the best shopping cart software for your business will depend on a number of factors, from company size and goals, to the level of technical know-how on your team. When setting up an ecommerce store, this is one of the most important decisions you’ll make. Carefully consider your needs, capabilities and future plans. You […]

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]]> Choosing the Right Helpdesk Software https://www.edesk.com/blog/choosing-the-right-helpdesk-software/ Mon, 22 Nov 2021 12:36:39 +0000 https://blog.edesk.com/resources/?p=5863 If your company is ready to ramp up its customer service efficiency and productivity, there can be no better way of doing so than by implementing helpdesk software. Helpdesk software helps teams work more effectively, processes flow better and gives your customers the confidence that your business has their best interests at the forefront of […]

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]]> 10 Ways to Increase Customer Loyalty https://www.edesk.com/blog/increase-customer-loyalty/ Tue, 16 Nov 2021 19:07:15 +0000 https://blog.edesk.com/resources/?p=5917 Increasing customer loyalty is one of the most important factors in running a successful business. This is because research shows that typically, 80% of a business’s profits come from just 20% of its customers. On top of this, it’s also been proven that it is much more cost-effective to sell to existing customers than to […]

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]]> DTC eCommerce: Why Direct To Consumer Is The Future https://www.edesk.com/blog/dtc-ecommerce-direct-to-consumer/ Tue, 09 Nov 2021 16:14:21 +0000 https://blog.edesk.com/resources/?p=5920 Today’s consumers have high expectations when it comes to the brands they interact with delivering a positive customer experience. And many leading brands are responding to this expectation by taking their proposition directly to consumers. Lets take a closer look. The retail world is being shaken up as distribution models are changing to bypass distributors […]

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]]> eCommerce CRM Software: 7 Of The Best Solutions https://www.edesk.com/blog/ecommerce-crm-software/ Tue, 19 Oct 2021 14:29:40 +0000 https://www.edesk.com/blog/?p=5922 Customer Relationship Management (CRM) software has been a game-changer for many businesses looking to grow their business, provide excellent customer service and expertly manage their customer relationships. There are many CRM software tools available on the market today. While they all have different features that make them unique, and specific types are tailored to specific […]

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]]> How to Choose Dropshipping Products: The Ultimate Guide! https://www.edesk.com/blog/how-to-choose-dropshipping-products-the-ultimate-guide/ Tue, 12 Oct 2021 08:55:27 +0000 https://www.edesk.com/blog/how-to-choose-dropshipping-products-the-ultimate-guide/ If you’re thinking about starting a dropshipping business or you’re already using this method to generate a profit but want to increase revenue by adding new product lines, this article will tell you everything you need to know about how to choose dropshipping products and how to source your chosen items. What is dropshipping? Dropshipping […]

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]]> 10 Customer Retention Strategies That Work: Get Them and Keep Them! https://www.edesk.com/blog/customer-retention-strategies/ Wed, 29 Sep 2021 15:15:31 +0000 https://www.edesk.com/blog/?p=5826 Many business owners think that acquiring new customers is the way forward when it comes to maximising profits and growth. But the stark truth that every modern business owner should know is that it actually costs a business more to acquire a new customer than it does to build loyalty and nurture relationships with repeat […]

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]]> Keep Customers Coming Back With the Surprise and Delight Technique https://www.edesk.com/blog/surprise-delight-technique/ Fri, 24 Sep 2021 11:34:09 +0000 https://www.edesk.com/blog/?p=5883 Loyalty cards broke my wallet. My favourite leather wallet blew out under the pressure of these credit card lookalikes, so I decided to take a more prudent look at where my loyalties truly lie. The result? My five-minute wallet audit led to me finding a new home for six loyalty cards – the bin. I […]

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]]> 12 Customer Service KPIs to Track Support Goals https://www.edesk.com/blog/customer-service-kpis/ Tue, 14 Sep 2021 10:37:03 +0000 https://www.edesk.com/blog/?p=5698 A famous quote from American retail magnate Sam Walton, founder of Walmart, says: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” This is an excellent illustration of why, as any customer service professional knows, the focus […]

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]]> 10 Tips to Improve Customer Service on Instagram https://www.edesk.com/blog/customer-service-instagram/ Tue, 07 Sep 2021 16:35:33 +0000 https://www.edesk.com/blog/?p=5821 Over the past few years, Instagram has been steadily growing as a place for brands to target their customers. There are now more than 25 million brand accounts using Instagram, and over 80% of Instagram users follow at least one brand account. Did you know that 80% of customers engage with brands on social media? […]

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]]> 10 Ways to Develop a Customer Service Mindset https://www.edesk.com/blog/customer-service-mindset/ Wed, 01 Sep 2021 09:00:10 +0000 https://www.edesk.com/blog/?p=5700 Providing excellent customer service can be a juggling act: you have to balance customers’ needs against the possible solutions and know-how to take the best course of action in each situation. It’s not an easy role, but it is an incredibly important one, especially when you consider that a customer service representative is the ‘face’ […]

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]]> What is Automated Customer Service? (Examples, Pros and Cons) https://www.edesk.com/blog/automated-customer-service-2/ Fri, 27 Aug 2021 14:21:28 +0000 https://www.edesk.com/blog/?p=5689 Automation is everywhere. What started with assembly lines in the manufacturing space has now moved into knowledge-based work involving digitisation and data, such as marketing and customer service. This means that whether physical or intellectual, many tasks that were once time-consuming can now be automated for a better result – and customer service is no […]

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]]> How to Use Facebook Messenger for Customer Service https://www.edesk.com/blog/facebook-messenger-customer-service/ Thu, 12 Aug 2021 10:52:22 +0000 https://www.edesk.com/?p=5635 Most modern brands realise that it’s essential to be active across the digital channels where their customers are most present. While social messaging has been on the rise for some time now, today more than 2 billion people worldwide use social messaging apps to connect with others online. Facebook Messenger, in particular, sees 1.3 billion […]

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]]> Why Online Sellers Must Pay Attention to Their Net Promoter Score https://www.edesk.com/blog/net-promoter-score/ Wed, 11 Aug 2021 09:49:33 +0000 https://www.edesk.com/?p=5627 Are your sales figures falling and you’re struggling to figure out why? Or are you simply looking for new ways to get ahead of the competition? Much like an iceberg, 90% of how you are actually performing can’t be seen and is below the water. So how can you better understand how you are performing […]

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]]> 10 Tips for Creating the Best Customer Experience Strategy https://www.edesk.com/blog/customer-experience-strategy/ Thu, 22 Jul 2021 09:53:53 +0000 https://www.edesk.com/?p=5474 Customer experience is one of the most important factors in the success of a business. This is because offering a good customer experience leads to increased customer loyalty, redacted churn, and an increase in profits. In fact, research has shown that 86% of customers are willing to pay more for a better experience. That’s why […]

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]]> Customer Service Chatbots: The Future of Customer Service? https://www.edesk.com/blog/customer-service-chatbots/ Tue, 20 Jul 2021 10:46:34 +0000 https://www.edesk.com/?p=5420 In customer service, nothing beats a personal connection. That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. In fact, if you’ve ever used chat-based customer service, it’s likely it was with a chatbot – a software application that allows your customers […]

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]]> Omnichannel vs Multichannel Marketing: What is The Difference? https://www.edesk.com/blog/omnichannel-vs-multichannel-marketing/ Mon, 19 Jul 2021 09:57:45 +0000 https://www.edesk.com/?p=5466 The journey of a 21st century online shopper from their initial research to viewing and then purchasing a product is complex and difficult to predict. Before making a purchase, a consumer is likely to zig-zag across multiple shopping channels and platforms – from Amazon to eBay, via eCommerce stores and Facebook, using a desktop computer, […]

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]]> The Art of Customer Appreciation and How it Can Help You Grow https://www.edesk.com/blog/customer-appreciation/ Fri, 09 Jul 2021 16:01:27 +0000 https://www.edesk.com/?p=5417 “The customer is always right” is an old customer service adage we’ve all heard countless times. It can come across as a bit of a cliché, but it means a lot more than just observing basic customer service principles. It reminds us that customers are the lifeblood of every business; that is, without customers, you […]

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]]> 11 Customer Experience Metrics You Should Be Tracking in 2021 https://www.edesk.com/blog/customer-experience-metrics/ Thu, 08 Jul 2021 10:40:02 +0000 https://www.edesk.com/?p=3993 If you’re a customer support professional, your number one priority is providing an excellent customer experience. But even if you think you’re winning at customer experience, it’s essential to put some formalised key performance indicators in place (KPIs) so that your evidence isn’t just anecdotal. Using the right customer experience metrics will provide the insight […]

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]]> Customer Service Strategy: How to Guarantee Happy Customers in 7 Steps https://www.edesk.com/blog/customer-service-strategy/ Tue, 29 Jun 2021 12:03:07 +0000 https://www.edesk.com/?p=5330 Naturally, every business wants its customers to leave each interaction feeling happy and fulfilled. The benefits of having happy customers go beyond the moment! They’re wide-reaching and long-lasting. And they can even help your business grow. The better your customers’ experience, the more likely they are to return for more and become loyal customers. This […]

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]]> 5 Ways to Reduce Customer Response Times https://www.edesk.com/blog/reduce-customer-response-times/ Thu, 24 Jun 2021 10:14:10 +0000 https://www.edesk.com/?p=4859 In today’s competitive world, customer service is all about ensuring a superior customer experience. This means that the top brands must all compete to provide their customer with, not only the best customer service but also the fastest response times. It’s simply what’s expected! As businesses become increasingly customer-centric, response times are an important element […]

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]]> What is a Support Ticket System and How to Use One https://www.edesk.com/blog/support-ticket-system/ Tue, 22 Jun 2021 11:04:22 +0000 https://www.edesk.com/?p=4206 Customer support tickets. Maybe it’s a phrase you’ve heard before, or perhaps you’re already familiar with them and work with them daily. You may have also heard them referred to as support tickets, help desk tickets, or customer service ticketing.  Whatever the turn of phrase, the customer service software industry generally uses the broad term […]

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]]> 7 Ways to Reduce Customer Support Costs in 2021 https://www.edesk.com/blog/reduce-customer-support-costs/ Thu, 17 Jun 2021 11:41:36 +0000 https://www.edesk.com/?p=4863 Customer support is one of the most important elements of your business, but if you don’t manage and invest your budget in the right places, unfortunately, it could cost you. While the old adage that ‘you have to spend money to make money’ rings true, it’s also important that the money you spend doesn’t break […]

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]]> How to Save an Hour Per Day on Support Tickets https://www.edesk.com/blog/save-time-on-support-tickets/ Fri, 11 Jun 2021 08:45:07 +0000 https://www.edesk.com/?p=4203 One thing everyone can use more of is time. It’s a non-renewable resource. Think of what you could do if you had an extra hour a day? How could you transform your productivity? If you work in customer support, you know that each hour matters. Customers want quick responses, and you want to move along […]

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]]> The Stats That Underline the Importance of Positive Reviews https://www.edesk.com/blog/stats-importance-positive-reviews/ Fri, 28 May 2021 15:09:31 +0000 https://www.edesk.com/?p=4896 Every eCommerce seller knows that positive reviews are a good thing, but just how much do shoppers rely on them when deciding what to buy? As it turns out, they’re really influential. Three Reasons Why Good Reviews Are Essential 2,000 online shoppers were recently surveyed as part of an in-depth report commissioned by eDesk. A […]

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]]> 7 Top Customer Support Trends for 2021 https://www.edesk.com/blog/customer-support-trends/ Mon, 08 Mar 2021 10:37:59 +0000 https://www.edesk.com/?p=4007 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 […]

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]]> 99 Essential Customer Service Statistics for 2021 https://www.edesk.com/blog/customer-service-statistics/ Thu, 04 Feb 2021 16:22:35 +0000 https://www.edesk.com/?p=3772 Customer service is one of the most important elements of your business. It can be the difference between making and losing a sale, the difference between having repeat customers or not, and the difference between whether your brand is perceived favourably or not. With more people shopping online than ever before in 2021, customer service […]

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]]> How CarParts.com Slashed Customer Support Response Time https://www.edesk.com/blog/carparts/ Thu, 14 Jan 2021 09:07:00 +0000 https://www.edesk.com/?p=1853 Find out how US Auto Parts reduced their customer support response time almost instantaneously in four simple steps.

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]]> Improve Customer Service on Shopify With an eCommerce Helpdesk https://www.edesk.com/blog/improve-customer-service-shopify-with-ecommerce-helpdesk/ https://www.edesk.com/blog/improve-customer-service-shopify-with-ecommerce-helpdesk/#respond Tue, 15 Dec 2020 16:20:07 +0000 https://www.blog.edesk.qa.xsell.co/resources/improve-customer-service-shopify-with-ecommerce-helpdesk/ Every 90 seconds, a store using Shopify makes its first sale. Here's how eDesk's ecommerce helpdesk enables you to improve customer service on Shopify.

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]]> https://www.edesk.com/blog/improve-customer-service-shopify-with-ecommerce-helpdesk/feed/ 0 7 Ways to Reduce Your eBay Seller Fees https://www.edesk.com/blog/ebay-seller-fees/ Tue, 01 Dec 2020 15:33:28 +0000 https://www.edesk.com/blog/ebay-seller-fees/ Being an eBay seller can be fun, flexible and of course highly lucrative. It’s the second most important online marketplace in the US and remains a popular shopping site for billions of users around the world. Home to well-known brands and kitchen table enterprises, eBay attracts individuals and businesses because it remains one of the […]

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]]> How to Create a Customer Oriented eCommerce Business https://www.edesk.com/blog/customer-oriented-ecommerce/ Tue, 11 Aug 2020 12:42:08 +0000 https://www.edesk.com/?p=3098 Customer orientation involves always prioritizing the buyer. Learn how to become a customer oriented eCommerce business and find out how it boosts sales

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]]> 15 Customer Service Skills Every Support Agent Needs https://www.edesk.com/blog/customer-service-skills/ Wed, 27 May 2020 11:11:51 +0000 https://www.edesk.com/?p=2717 Find out the customer service skills that every support agent needs. From empathy to teamwork, which skills are essential in every customer support team?

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]]> How to get the Facebook very responsive to messages badge https://www.edesk.com/blog/facebook-very-responsive-to-messages-badge/ Fri, 22 May 2020 11:24:20 +0000 https://www.edesk.com/?p=2677 Winning the Facebook very responsive to messages badge is all about fast customer service. Learn how to answer Facebook messages quickly and get the badge!

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]]> 9 Customer Service Metrics That Really Matter! https://www.edesk.com/blog/customer-service-metrics/ Mon, 11 May 2020 12:45:40 +0000 https://www.edesk.com/?p=2515 Customer service metrics enable you to assess, improve and optimize your relationship with buyers. Discover what metrics to use and how to measure them!

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]]> How to create a super-converting product page https://www.edesk.com/blog/product-page-that-converts/ Thu, 07 May 2020 12:24:12 +0000 https://www.edesk.com/?p=2486 Product pages make or break sales for eCommerce sites. Follow these seven steps to create a producr page that converts, with examples from the world's best!

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]]> eCommerce packaging: 13 ideas to delight your customers! https://www.edesk.com/blog/ecommerce-packaging/ Tue, 28 Apr 2020 13:54:27 +0000 https://www.edesk.com/?p=2432 eCommerce packaging is often the only touchpoint your customers will have with your brand. Find out how to surprise, delight and think outside the box!

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]]> How to write an eCommerce returns policy – with examples! https://www.edesk.com/blog/ecommerce-return-policy/ Tue, 21 Apr 2020 12:38:01 +0000 https://www.edesk.com/?p=2370 A clear, well-written eCommerce return policy helps you to provide an excellent customer experience, boost sales and minimize negative feedback.

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]]> 10 pro tips for managing a remote customer support team https://www.edesk.com/blog/remote-customer-support/ Tue, 31 Mar 2020 14:57:57 +0000 https://www.edesk.com/?p=2274 Remote customer support can be a great way of improving productivity. It's not just a negative outcome of the Covid-19 pandemic when done properly. Check out these 10 top tips on making remote customer support a success.

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]]> Tips on how to handle the increase in online support tickets during the Coronavirus (Covid-19) pandemic https://www.edesk.com/blog/handle-increased-tickets-covid-19/ Thu, 19 Mar 2020 14:11:12 +0000 https://www.edesk.com/?p=2160 The COVID-19 pandemic is placing enormous strain on people, communities and businesses all over the world. While we’re sure that like us, your core focus is on your family and community, we want to find ways that we can help you keep your business running smoothly and efficiently during these difficult times.

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]]> What is Amazon’s A10 Algorithm? https://www.edesk.com/blog/what-is-amazons-a10-algorithm/ Thu, 17 Jan 2019 14:17:15 +0000 https://www.edesk.com/?p=5083 Getting your products on Amazon might be the best step to take your business to the next level. With around 50% of shoppers turning to Amazon when searching for a product to buy, the world’s largest ecommerce platform is responsible for more than 40% of online sales. This, however, makes Amazon a huge market for […]

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]]> 3 Ways to Turn Around Actively Disengaged Customers https://www.edesk.com/blog/3-ways-to-turn-around-actively-disengaged-customers/ https://www.edesk.com/blog/3-ways-to-turn-around-actively-disengaged-customers/#respond Tue, 06 Nov 2018 11:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/3-ways-to-turn-around-actively-disengaged-customers/ There are few things more disheartening for online sellers than abandoned carts and high bounce rates on your conversion pages. From how to identify the causes to clever ways you can personalize your re-targeting campaigns, we've put together some simple tips to entice the buyers back to your store.

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]]> https://www.edesk.com/blog/3-ways-to-turn-around-actively-disengaged-customers/feed/ 0 How Sellers Can Win the War on Online Returns https://www.edesk.com/blog/this-is-how-you-can-win-the-war-on-returns/ https://www.edesk.com/blog/this-is-how-you-can-win-the-war-on-returns/#respond Tue, 30 Oct 2018 12:00:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/this-is-how-you-can-win-the-war-on-returns/ Serial returners trying to game the system. It can feel impossible to defend yourself from them. There will always be genuine cases too, people who've made an honest mistake or have been sent the wrong thing (it happens!), but there are still steps you can take to limit their frequency.

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]]> https://www.edesk.com/blog/this-is-how-you-can-win-the-war-on-returns/feed/ 0 Seller beware! The warning signs that it’s time to get a help desk. https://www.edesk.com/blog/seller-beware-the-warning-signs-that-its-time-to-get-a-help-desk/ https://www.edesk.com/blog/seller-beware-the-warning-signs-that-its-time-to-get-a-help-desk/#respond Fri, 12 Oct 2018 12:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/seller-beware-the-warning-signs-that-its-time-to-get-a-help-desk/ Early on as a business, customer support isn't all that complicated. As your business grows, things become more complicated. A backlog builds and your SLAs suffer. These are the warning signs that you need a help desk.

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]]> https://www.edesk.com/blog/seller-beware-the-warning-signs-that-its-time-to-get-a-help-desk/feed/ 0 Don’t lose sales momentum! Scale your e-commerce customer service now https://www.edesk.com/blog/how-to-quickly-scale-your-e-commerce-customer-service/ https://www.edesk.com/blog/how-to-quickly-scale-your-e-commerce-customer-service/#respond Fri, 05 Oct 2018 10:49:32 +0000 https://www.blog.edesk.qa.xsell.co/resources/how-to-quickly-scale-your-e-commerce-customer-service/ You're getting more orders by the day and your sales are skyrocketing! It's great news, but the increase in profit means a significant jump in the number of tickets and queries to deal with. Here's how you can scale your support quickly and cost-effectively to maintain momentum.

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]]> https://www.edesk.com/blog/how-to-quickly-scale-your-e-commerce-customer-service/feed/ 0 Here’s what the future of customer support looks like https://www.edesk.com/blog/heres-what-the-future-of-customer-support-looks-like/ https://www.edesk.com/blog/heres-what-the-future-of-customer-support-looks-like/#respond Wed, 03 Oct 2018 11:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/heres-what-the-future-of-customer-support-looks-like/ We've been gazing into our crystal ball, reading the tea leaves and examining palms to forecast the future of customer support. Here's what we think it's going to look in 10 years and what you can do right now to get ahead of your competitors.

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]]> https://www.edesk.com/blog/heres-what-the-future-of-customer-support-looks-like/feed/ 0 How to Write Time-Saving Response Templates https://www.edesk.com/blog/how-to-write-time-saving-response-templates/ https://www.edesk.com/blog/how-to-write-time-saving-response-templates/#respond Thu, 27 Sep 2018 12:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/how-to-write-time-saving-response-templates/ When used correctly, a pre-written template can dramatically improve your response times and help you smash those SLAs. Here's how to make sure they work.

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]]> https://www.edesk.com/blog/how-to-write-time-saving-response-templates/feed/ 0 Offering 24 hr customer service with a small team https://www.edesk.com/blog/offering-24-hr-customer-service-with-a-small-team/ https://www.edesk.com/blog/offering-24-hr-customer-service-with-a-small-team/#respond Tue, 25 Sep 2018 12:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/offering-24-hr-customer-service-with-a-small-team/ Customer support used to be a lot simpler. When the shop door closed in the evening, the customer accepted they wouldn't get an answer until at least the following morning. Today's online consumers aren't so understanding. But can you provide 24 hour support with a small team? Yes, here's how.

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]]> https://www.edesk.com/blog/offering-24-hr-customer-service-with-a-small-team/feed/ 0 Want to grow your business aggressively? You need to learn how to retain your customers https://www.edesk.com/blog/how-to-retain-your-customers-with-better-support/ https://www.edesk.com/blog/how-to-retain-your-customers-with-better-support/#respond Mon, 24 Sep 2018 12:30:00 +0000 https://www.blog.edesk.qa.xsell.co/resources/how-to-retain-your-customers-with-better-support/ Want to know to the real secret to growing a successful online business? It's retaining your customers. By offering better support throughout the customer's journey you can encourage them to stay loyal and keep them coming back to you time after time.

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]]> https://www.edesk.com/blog/how-to-retain-your-customers-with-better-support/feed/ 0 Digital transformation and e-commerce: 6 customer expectations you must meet https://www.edesk.com/blog/digital-transformation-and-e-commerce-6-customer-expectations-you-must-meet/ https://www.edesk.com/blog/digital-transformation-and-e-commerce-6-customer-expectations-you-must-meet/#respond Tue, 18 Sep 2018 11:06:06 +0000 https://www.blog.edesk.qa.xsell.co/resources/digital-transformation-and-e-commerce-6-customer-expectations-you-must-meet/ The digital transformation is well and truly underway. We take a look at the 6 most important customer expectations you must meet to be successful.

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]]> https://www.edesk.com/blog/digital-transformation-and-e-commerce-6-customer-expectations-you-must-meet/feed/ 0 How to Stop Customer Complaints Before They Happen https://www.edesk.com/blog/stop-customer-complaints/ Mon, 17 Sep 2018 12:52:06 +0000 https://www.blog.edesk.qa.xsell.co/resources/stop-customer-complaints/ It's nearly impossible to stop customer complaints, but there are several steps you can take to reduce the amount of unsatisfied customers you deal with.

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]]> A Successful eCommerce Business Born Out of a Bad Experience https://www.edesk.com/blog/skullsplitter-dice-customer-experience/ https://www.edesk.com/blog/skullsplitter-dice-customer-experience/#respond Mon, 17 Sep 2018 12:50:58 +0000 https://www.blog.edesk.qa.xsell.co/resources/skullsplitter-dice-customer-experience/ A bad customer experience with a D&D purchase pushed Ted Cory to launch Skullsplitter Dice, a brand for role-players that focuses on shopper satisfaction.

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]]> https://www.edesk.com/blog/skullsplitter-dice-customer-experience/feed/ 0 6 Ways to Make Exceptional Customer Service Beat Fast Delivery https://www.edesk.com/blog/exceptional-customer-service-beats-fast-delivery/ https://www.edesk.com/blog/exceptional-customer-service-beats-fast-delivery/#respond Mon, 17 Sep 2018 12:41:31 +0000 https://www.blog.edesk.qa.xsell.co/resources/exceptional-customer-service-beats-fast-delivery/ Same day delivery may be all the rage, but exceptional customer service shouldn’t be forgotten. Check out these strategies to maintain customer loyalty.

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]]> https://www.edesk.com/blog/exceptional-customer-service-beats-fast-delivery/feed/ 0 6 Customer Service Lessons From Successful Online Sellers https://www.edesk.com/blog/customer-service-advice-e-commerce/ https://www.edesk.com/blog/customer-service-advice-e-commerce/#respond Mon, 17 Sep 2018 12:35:46 +0000 https://www.blog.edesk.qa.xsell.co/resources/customer-service-advice-e-commerce/ Just starting out with your online store? We asked six successful online sellers what customer service advice they wish they'd known from day one.

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]]> https://www.edesk.com/blog/customer-service-advice-e-commerce/feed/ 0 5 Steps to Increase Customer Engagement in eCommerce https://www.edesk.com/blog/increase-customer-engagement-e-commerce/ https://www.edesk.com/blog/increase-customer-engagement-e-commerce/#respond Mon, 17 Sep 2018 12:33:56 +0000 https://www.blog.edesk.qa.xsell.co/resources/increase-customer-engagement-e-commerce/ xSellco and Yieldify teamed up to reveal what online sellers can do at five key stages of the buyer journey to increase customer engagement in e-commerce.

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]]> https://www.edesk.com/blog/increase-customer-engagement-e-commerce/feed/ 0 eCommerce Customer Retention Strategies: How to Keep Buyers Coming Back https://www.edesk.com/blog/e-commerce-customer-retention-strategies/ https://www.edesk.com/blog/e-commerce-customer-retention-strategies/#respond Mon, 17 Sep 2018 12:30:18 +0000 https://www.blog.edesk.qa.xsell.co/resources/e-commerce-customer-retention-strategies/ You invested time and money into converting your prospects—you’ll want to ensure you don’t lose them. Here are our top customer retention strategies.

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]]> https://www.edesk.com/blog/e-commerce-customer-retention-strategies/feed/ 0 4 creative ways to utilize your negative customer feedback https://www.edesk.com/blog/negative-customer-feedback-amazon-ebay/ https://www.edesk.com/blog/negative-customer-feedback-amazon-ebay/#respond Mon, 17 Sep 2018 12:14:19 +0000 https://www.blog.edesk.qa.xsell.co/resources/negative-customer-feedback-amazon-ebay/ There's more to negative customer feedback than just trying to avoid it. Here's how to start applying it to your strategies to improve your business overall

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]]> https://www.edesk.com/blog/negative-customer-feedback-amazon-ebay/feed/ 0 How to Use Negative Feedback to Your Advantage https://www.edesk.com/blog/advantages-of-negative-feedback/ https://www.edesk.com/blog/advantages-of-negative-feedback/#respond Thu, 01 Feb 2018 08:45:32 +0000 https://www.blog.edesk.qa.xsell.co/resources/advantages-of-negative-feedback/ A negative review isn’t the end of the world. Here are four ways that online sellers can reap the advantages of negative feedback.

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]]> https://www.edesk.com/blog/advantages-of-negative-feedback/feed/ 0 The Changing Face of Customer Service (3 Things Your Consumers Expect) https://www.edesk.com/blog/changing-face-customer-service/ Thu, 12 Oct 2017 11:25:13 +0000 https://www.edesk.com/?p=5324 Consumers are dramatically changing the face of customer service, and with the latest technologies helping to make businesses more available, consumers are demanding 24/7 accessibility, as opposed to traditional 9-5 call-in hours. With this in mind, customer service itself is having to evolve, and how customers are approached with any form of marketing or interaction […]

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]]> Free Amazon Feedback Request Template https://www.edesk.com/blog/free-amazon-feedback-request-template/ Thu, 02 Mar 2017 15:48:06 +0000 https://www.edesk.com/?p=5303 Don’t tell my boss but I’m feeling generous and have decided to share two completely free templates directly from eDesk Feedback which you can use to successfully solicit more feedback from Amazon buyers. Asking for feedback in the right way (and at the right time) on Amazon can help boost your seller rating and consequently, […]

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]]> 5 steps to becoming an international support star https://www.edesk.com/blog/international-ecommerce-customer-support/ https://www.edesk.com/blog/international-ecommerce-customer-support/#respond Fri, 09 Sep 2016 13:45:04 +0000 https://www.blog.edesk.qa.xsell.co/resources/international-ecommerce-customer-support/ Key skills that will help international eCommerce Customer Support teams communicate with customers, cross cultural differences and tackle the languages

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