xSellco launches helpdesk eDesk

Ecommerce platform provider xSellco has launched eDesk, a helpdesk that integrates with several ecommerce marketplaces, shopping carts and social channels, and should help online retailers to scale their customer support strategy.

Irish company XSellco already had a helpdesk feature, but eDesk is completely rebuilt from the ground up and aims to be “the next generation of helpdesks”, the company told Ecommerce News Europe. “eDesk is the natural evolution of our original helpdesk offering. And it’s available for purchase by all new and current customers.”

Older product continues to be available

The older generation HelpDesk product continues to be available to their existing customer base and the company says it’s working with their customers to transition them on to the new product.

One of the things the new help desk software does, is providing online retailers with information about current and past transactions, so they can respond to customer queries better and faster. Founder and CEO Ray Nolan believes the launch of eDesk will change the ecommerce landscape. “Whereas traditional helpdesks are fixated solely on customer support, our solution is focused on rapidly resolving transactional queries, allowing sellers to get back to selling.”

AI suggests the best responses

Customizable rules make it possible to assign incoming tickets to the best agents suited, while full integration with marketplaces such as Amazon and eBay allows order details and shipping information to be matched with incoming communications quicker and more efficiently. The helpdesk solution also uses artificial intelligence to suggest the best responses.

eDesk currently integrates with the following marketplaces, shopping carts, fulfillment and inventory software and social channels: Amazon, eBay, Allegro, Walmart, Cdiscount, Fnac, Bonanza, Mirakl, PriceMinister, Magento, Shopify, WooCommerce, PrestaShop, Bigcommerce, Brightpearl, Channeladvisor, Linnworks, Skubana, Facebook and Twitter.