Keep Customers Coming Back With the Surprise and Delight Technique
Surprise delight technique

Keep Customers Coming Back With the Surprise and Delight Technique

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 …

eDesk Newsdesk: Weekly eCommerce Roundup
September eDesk Newsdesk

eDesk Newsdesk: Weekly eCommerce Roundup

eDesk Newsdesk is a weekly series where we share a round-up of online retail trends, expert perspectives, and the odd chuckle or two along the way. Week 15: September 24th (2021) Congratulations to multichannel super seller Boulevard who received £2.2M in funding this week, and omnichannel brand Superdry who announced a return to revenue growth …

WEBINAR ROUND UP: Find Your Voice With eDesk And Aircall
eDesk & Aircall

WEBINAR ROUND UP: Find Your Voice With eDesk And Aircall

In celebration of eDesk’s partnership with Aircall, our Head of Product Marketing, Sean Broderick and Aircall’s Technology and Partnerships Manager, Autumn Carter got together to discuss how extraordinary customer support empowers online sellers to sell more. Research from eDesk and Aircall shows the link between first contact resolution, customer satisfaction and positive reviews, and that …

8 Reasons Why You Should Sell on Walmart Marketplace
Sell on Walmart Marketplace

8 Reasons Why You Should Sell on Walmart Marketplace

Guest post by Ruth Castillo from MerchantSpring Walmart Marketplace isn’t a brand-new eCommerce platform. It has existed since 2009. However, it did not have the same level of popularity as Amazon, eBay, and other sites. That is until Marc Lore took over as CEO of the platform. Walmart has made some significant strategic acquisitions and …

Unlocking Voice For eCommerce Marketplaces: eDesk And Aircall
eDesk & Aircall

Unlocking Voice For eCommerce Marketplaces: eDesk And Aircall

The eDesk and Aircall partnership provides online retailers with access to cloud-based phone calling capabilities, joining the existing eDesk suite that centralises their email, chat and social communications across eCommerce marketplaces. We’re delighted to announce our partnership with cloud-based call centre solution provider Aircall. With this new native integration, eDesk ensures that all email, chat, …

12 Customer Service KPIs to Track Support Goals
Customer Service KPIs

12 Customer Service KPIs to Track Support Goals

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 …

10 Tips to Improve Customer Service on Instagram
Customer service on Instagram

10 Tips to Improve Customer Service on Instagram

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? …

eDesk Appoints New Vice President of Global Marketing
Fiona O'Connor newly appointed Vice President of Global Marketing

eDesk Appoints New Vice President of Global Marketing

eDesk appoints former J2 Global marketer Fiona O’Connor as new Vice President of Global Marketing.  eDesk, the leader in eCommerce-focused customer service software, has appointed global SaaS marketing expert Fiona O’Connor as it expands its worldwide footprint. Heading up eDesk’s marketing, the former J2 Global senior marketer is responsible for leading all the company’s marketing …

eDesk Product Update: August 2021
eDesk Update

eDesk Product Update: August 2021

Just like you, we’re passionate about our customers – their success is what drives us. That’s why the eDesk Product team is always making our eCommerce helpdesk and feedback platform even better. Our customers ask, and we listen. This summer we’ve been focussed on launching our highly anticipated Dark Mode and Instagram DM functionality, plus …

10 Ways to Develop a Customer Service Mindset
Customer service mindset

10 Ways to Develop a Customer Service Mindset

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’ …

What is Automated Customer Service? (Examples, Pros and Cons)
Automated customer service

What is Automated Customer Service? (Examples, Pros and Cons)

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 …

8 Mobile Commerce Trends That Will Dominate Through 2021 and Beyond
Mobile commerce trends

8 Mobile Commerce Trends That Will Dominate Through 2021 and Beyond

Mobile devices like smartphones and tablets offer you the convenience of buying and selling things at the click of a button. Mobile commerce is an eCommerce category that has quickly gained popularity owing to the ease of transacting. In 2021 specifically, mobile commerce sales are expected to capture a 72.9% share of the total retail …

9 Best Customer Service Tools for Your eCommerce Business
Best Customer Service Tools

9 Best Customer Service Tools for Your eCommerce Business

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 …