March 30, 2020
eDesk by xSellco – Simplifying eCommerce Support – Demo Mondays #45

eDesk by xSellco – Simplifying eCommerce Support – Demo Mondays #45


Welcome back to another session of DemoMondays. DemoMondays is a video series where I invite
different Amazon seller tools and softwares, their representatives and I ask them to present
their products just like this on the screen. And my today’s guest is eDesk by xSellco. And eDesk by xSellco is presented by Shane. Hello Shane. Hi, how are you Augustas? All good, thank you. So please tell us what is eDesk and what problems
does it solve for Amazon sellers? Absolutely, it’d be my pleasure. So eDesk essentially is a customer service
solution for multichannel online sellers. And it’s main purpose really is to streamline
the online customer support, pull all the messages from each marketplace really into
the one place and make it as easy, efficient and effective as possible to get back to customers
with the correct response in a timely manner. Perfect. So I think it’s a quite unique product that
has no equivalence in the industry. And could you tell us like what kind of users
are you targeting? so you’re targeting Amazon users, but also of course your software is
designed for non Amazon sellers as well, right? Absolutely, yes. So really anyone is going to find value from
our product, from eDesk is anyone really who has maybe multichannel online presence, Amazon,
Ebay, Shopify channels and who’s receiving a good amount, maybe over 20 or 40 messages
per day from customers. This will reduce time out in response to customers
and make it as easy as possible to respond as well. But we do have customers as well with literally
just one channel and it really just depends on the volume of the messages. If you are going to allow messages eDesk could
really make it a lot easier for yourself to manage. And in what kind of market places and regions
are you operating with your software? Absolutely. So we are worldwide or more or less everywhere,
every corner of the globe. And we do have integrations with Amazon, Ebay,
Shopify, Magento and Prestashop, Woocommerce, Walmart, Newegg, social media channels, Facebook,
Twitter, email integrations as well. And the list goes on. Also there is a few more also that we deal
with. A few more we’re building relationships with
too. And for Amazon marketplace, you are operating
for sure in North America and Europe and probably in Japan as well, right? Absolutely. North America, Europe, Japan, Canada, Mexico. From yesterday, including Brazil and this
week I probably will be including the Arab Emirates, so we are integrating with them
as well now. Perfect. So let’s jump into the screen sharing and
let’s see how eDesk works. Absoloutely, so when we set eDesk and when
we log in and get everything integrated, the first thing we’re going to see is a consolidated
inbox where we’re going to house all our messages from each marketplace. In one place we’ll see exactly where the message
came from to type a message, who the customer is, a brief description of the message and
then an SLA timer as well, which I know is really important, like in Amazon and Ebay. When we click into the message, we can then
see the correspondence between ourselves and the customer. We can respond using AL-assisted responses
more or less click one button and responses already generated. We we’ll also see then the customer and product
information here on the right hand side and if you want we can just write a message out
what’s normal or even used templates as well and this can be premade. We can insert them into a message really easy
and it will then send the template to the customer. Probably a better template here I could use. Okay. There we go. And another thing that we can do as well if
we do want to correspond amongst ourselves, we can also leave internal notes between ourselves
and the team. We can tag individual team members in as well
so we can tag that. lets say Alex in if we maybe want a second
opinion or we need a different department to give us an answer for a question. And what will happen then is that they will
see the message mentioned in their inbox as well. And if you do assign anyone a ticket or they
take a ticket for themselves, you will see it up here as well. So we know exactly what our workflow will
be for that particular day. On the left hand side as well, we’re going
to see any new tickets, new cases that come in, outstanding issues. If in cases may be that we have to resolve,
any messages where we’re waiting on the customer to respond to us. We can also snooze tickets as well. If we need to maybe put them off and get a
second opinion from a different department to respond to the customer will help resolve
tickets and then recently updated as well. Also another feature on eDesk is which is
really useful for ourselves and allows us to be multilingual as we do have an all translation
feature, so we’ll see the message here which is in French. If we click in, we can see the messages on
translate to English for ourselves so we can read this. We can then see the status of the message
as well, order received transaction payments, order shipped and so on. And if we want to respond to the customer,
maybe even use the template, when we press send, we will see the messages already translated
into French for Chloe. So she’s going to responds in a native tone. This is really good as well. First and foremost, for any Amazon Ebay sellers
that do want to expand their businesses across different countries really tears down the
barrier to communication. And in terms of customer experience as well,
it’s just not more annoying than being a customer and receiving a response in the language you
don’t understand. It’s just really that additional touch as
well to improve the customer experience. Can you disable the automatic translation? Now let’s say I know French and I sit down
on the computer and I will reply in French, native French without translation. Is it possible to just deactivate for this
message, that automatic translation? Absolutely., yes. So in user settings, which I’ll go into in
a sec, we can more or less state in which languages we understand. And then what will happen is when we do receive
a message in French and we do speak French, it will not be translated. Hmm, cool. And we can really easily translate it back
over if we wish. And if we don’t want the translate the message
as well, we’ll just press no when this option comes up. Nice. So if we feel that we did resolve the customer’s
case and we did kind of overcome their issue as such, we can then schedule to send them
feedback requests which will send them a request as well to leave maybe a positive feedback
on a product review on our Amazon or Ebay page. And we can do this from the messaging interface
itself. So with marketplace integrations, we do have
what our partnership integrations as well with lots of Linnworks and Skubana, Shipstation,
Aftership. And what this allows us to do really is if
we did have the integration we could open up the Linnworks order details or the Skubana
order details from this ticket. We can pull in the tracking code and we can
leave a note as well in eDesk and that will be then transferred over to Linnworks, Skubana
and other alternative as well. Just going back to the inbox as well. And we can also then pull in resolution cases
from Amazon and Ebay and kind of cases as well refund request from Ebay as well. We can also process in eDesk also and we can
also do any invoice requests. So let’s say for example, we receive an invoice
request here from John Kavanaugh. If we click on and if we got reply, we’ll
have an option here down to attach an invoice to the message. This will generate the invoice, have our company
details and we can then send this to the customer. So we eDesk as well and now we’ll pull in
messages into the one really consolidated inbox. We do have a number of smart tools to make
that actual responding to the customer a lot easier and more efficient. So let’s just head into sentence and smart
tools and we could see a whole host of functions here in which we can use. So first and foremost we have message rules. So if we want to say set up a rule, where
we assign all our Amazon messages to one folder, we can do this but just simply name the rule,
what’s the letter condition to filter of course, and then we’ll choose the action. We can assign it to a tag, we can assign it
to a folder or to an agent as well. If you want, we can also set up a condition
to filter the message based on these keywords or the ticket type and even the email address
and we can mark this as spam as well. If you don’t want this clogging up your inbox,
the next option as well is snippets so we can more or less trigger a sentence or a combination
of words really would just one option, essentially in an example here, if you want to put here
the first name from our marketplace, we can let you just go hashtag customer first name
and that will be pulled directly in to the message. So templates exactly what you are seeing,
we can insert templates into the message. We can make our own premade templates as well. Really easy to do. We’ll just name the template, we’ll write
up the message. The message can also contain snippets. We can see the full list of snippets here
on the right hand side and with the templates as well. They can be inserted into the message and
also all made and this is a great way as well to me, SLA response times on Amazon and Ebay
and a lot of customers do use this as well to respond to customers also. And Suzuki in fact, use to respond to 85%
of our messages and our EDI solution and they have a real smart and intuitive system. What you do is that you set up usage conditions
and when they’ll send an auto message, it can be based on where the message came from
in terms of the channel. It’s a different query types. The status of the order as well, and then
we can set a delay on the autoresponder, and then of course we choose the times and conditions
when this autoresponders actually active as well. Once we’re happy enough with this setup, we
can go to save changes and then the autoresponder is ready to go. So tags are essentiall ways to categorize
different messages and label them accordingly. So it’s really important for ourselves as
well. We use in that eDesk in house and we use tags
. We use a lot of reason to flag different types of messages coming in so we can measure
engaged and what kind of customer queries we are facing on a daily or weekly basis and
it’s a great way then we use this and to build our content and support literature as well
just to really have a condemn issues as such. And it can be done really the same way here
with tags. We can create as many tags as we’d like and
then we can set up rules as well to say if a message contains these particular keywords
that comes from this particular channel and we can assign a relevant tag to this as well. You also have widgets, so this is really good
for web stores. Essentially Shopify, Magento, PrestaShop and
Woocommerce as well. We do have a chat bot so you want cat bot
you shall continue on our website. It can be done so really easily here, this
is the design how Chat Bot looks, the button style, the pop up style to the actual contents
of the message as well. When a customer opens it up, we can help them
with language of the chat as well. The header text and from this once we are
happy enough with the design, a snippet code will be generated in which we install into
the body of our website. A lot of People use this as well. If there’s no one available on chat, we can
really state the times when we’re available on chat. If there is no one available, then the chat
bot turns into a contact form where the customer fills in. That comes in, then to a normal ticket into
our mailbox here, we also have feedback rules, so if we want to send a feedback responses
or say and if you want to increase our feedback, our product reviews, we can do so really easy. We can just set up a sequence of messages
and for example here we’re sending them three messages. One when the order’s placed, just really tanking
the customer for the order. We can include images, we can really edit
the html as well if you’d like and we can choose when to send out the message based
on the day. Many days after the orders is being placed
and with eDesk as well, you can choose not to send the message to anyone with an outstanding
ticket as well , which is a great way to avoid anyone who has a higher chance of leaving
negative feedback. In the second message, we will then have a
message of course in which we can edit. It’s going to pull in snippets like Christmas
first name, the product details and so on, and then there’ll be a link there directly
bringing the customer to the relevant place on Amazon or Ebay to leave a review, some
sort of a feedback as well. You then have a final message encouraging
the customer to leave product reviews. It’s really the same layout. Just the link is different and encourages
the customer then to leave a product review as opposed to seller feedback. We can really create as many rules as you
want and what a lot of people do as well is really create multiple rules. You can filter down by product. So I would suggest maybe setting up different
rules for different products to make sure your message is personalized to your customer
and as relevant as possible. There were the invoice templates. This is just really laying out our complete
details when we do generate an invoice, it carries the company address, our phone number
and of course our VAT details as well. This allows us then to calculate the VAT and
pull out from the marketplace if it is stated in there also. So and then finally we have AI settings. So this is really just turning on the AI and
we can turn on the option where we can go one click, they can send an adjustments, then
the responses will be generated from the AI, but click on their responses and that will
then be sent to the customer. So we do have a dashboard as well. I’m afraid we believe in what you can measure,
that you can manage so we can see all the order information here. We can see exactly when the orders came in
from a heat map and what times of the day, what particular dates are receiving the most
orders and this is downloadable as well. We can download this into a CSV. You can also filter down the timeframe as
well. We can have on a one day basis and monthly
basis our custom range as well. We will see the orders per channel so we know
exactly which channels are bringing in the most revenue and the most sales in terms of
our mailbox. We will see in terms of messages we have coming
in and new tickets where the tickets are coming from in terms of channels and also have our
feedback responses as well. Positive, neutral and negative and then we’ll
have the different languages in which you mention a common answer, so this is really
good. If your international, we know exactly if
he needs maybe more emphasis on the English side of things, and the Spanish side of things
as well, which is really useful information, in terms of tickets. This is going to give us a breakdown after
tickets per channel and a heat map of when we are receiving the most tickets, red means
the most busiest and then dark blue, light blue, that relates more to the weight as the
least busiest… And then we have a breakdown of query types
as well. A lot of people use this as well to identify
what kind of queries are coming in. If it’s maybe a lot shipping issues coming
in and maybe it’s something to address maybe something with wrong items as well and it
just really gives an identification of where we can improve as a business. We also have reports on tags and we use, as
I was saying, we use this in house as well to give us really metrics on connect to different
queries coming in, different messages coming in and it’s a great way then to build us for
content around this as well as we know exactly kind of what the customer needs and what the
customer wants as well of course. We then have response times per query so we
know exactly which queries are taken the longest to respond, which ones can be done in under
15 minutes left let’s say. And then we will also have our SLA compliance
per channel and then we do have our team metrics as well so we know exactly who’s sending here
the most tickets, who’s sending the most messages as well. The fastest handled time and as well we run
competitions based on this as well and reward people sending the most tickets, handling
the most messages as well and it’s a really great way to incentivize that as well to be
that bit more productive and make it a bit more competitive as well, which is always
enjoyable. We also then pull in the order information
as well, so if you do want to be provocative and maybe reach out to a customer based on
the order, we will see a list of the most recent orders here. Of course we can search like so or we can
use our filter in options as well to filter either the message or an order. This is the same as the mailbox as well. We can filter and search for different types
of messages and with the filter as well. Once you set up, then we can then tag and
the results to the left hand side here as well. Finally, in terms of the functionality, we
do have the chat and screen as such, so what will happen is when a chat is engaged, it
will pull through here, we will seek where it came from and if there’s an order value
attached to the charity email because when use, we will pull that up as well and then
it’s a really interactive way to deal with customers. Personally, I would much rather use a chat
bot on an email or phone. I think it’s the best of both. It’s a great way to be really responsive and
kind of not on the phone as well. In terms of our integrations, we do have roughly
over 60 integrations. We have four different categories, marketplace,
webstore, support email and social media in terms of marketplace, so we have all the Amazon. This just needs to be updated. Then with Brazil and you know in Arab Emirates
and Turkey as well. We have all the Ebay, Allegro, all the MIRAKL
channels. Also finac, Cdiscount Walmart as well. Sears, bonanza, Tesco also. In terms of web stores, we do integrate with
Shopify, Magento, prestashop, Woocommerce, Shopware. And we do have an open API as well on an unlimited
close pack. We do want to integrate with any internal
systems also. And then finally we have social media and
support email integrations as well and where we can essentially set up email forwarding
to pull in messages and from our email inboxes. So in terms of different packages and prices,
we eDesk, we can more or less, I know these are in Europe but we do have an essential
pack, which is $85 per month, which brings up the three channels, three users and our
responders included templates, rules included invoice generator also. And we have eDesk unlimited which has everything
essential. AL-assisted responses , chat functionality,
feedback also and then phone support. And then we have eDesk unlimited plus, which
more or less has everything essentially unlimited has those API integrations, Auto translation
feature, enterprise reporting, 24/7 support and an account manager also. So that’s really everything to do with eDesk. So if you have any questions I’ll be happy
to answer. Yes. About the pricing, the cheapest tier, it says
three channels. What does a channel means? Is Amazon U.S and Amazon Mexico two different
channels? Yes, exactly. So that’s what we would define as channels
would really be a marketplace and America place could be Amazon U.S, like you said,
Amazon Mexico and they will be defined as channels. And also like in Europe, Amazon account usually
covers five European countries. So this would be five channels, right? Yes. That’s one of the reasons as well that eDesk
unlimited is most popular. Especially we do have a good presence in the
UK and Europe and people usually send the UK sell across Europe as well and you would
need then the extra few channels as well. And that’s what eDesk going to kind of suits
the ambassador as well. Okay, perfect. Thank you very much for this short demo of
eDesk by xSellco. And could you reveal to us some future features
you’re planning to release to your customers in the near future? I can reveal that we do have a lot of hands
in place to release new features, some of which I can’t say, we just haven’t decided
on the names and, but there is a lot being planned to be published very soon. We will have content being posted about these
new functionality and features very soon. And stay tuned. Good, thank you. And How people can get in touch with your
support team, what’s easiest way and how fast to do you respond? Absolutely. So selling a customer support software, we
are very focused on customer support of course. So we do have 24/7 support. You can reach us over the phone, email to
our social media channels and we do have a live chat as well. And then if you do sign up for trial, you
will be assigned an account manager straight away. And then we will more or less, and you’ll
probably get me as well, my colleagues more or less, we will help you get everything set
up. We’ll do screen shares, we’ll do everything
really in our power as well to make the experience an onboarding as easy and straight forward
as possible. All right. Thank you very much Shane. Those who are interested in eDesk by xSellco,
now you will find all the links below this video to test, to sign up. By the way, is there a free trial before purchasing
your plans? Yes, absolutely. So what eDesk as well before purchases, we
do offer a 14 day free trial where we do offer full support and we don’t ask about credit
card details as well. So there’s absolutely no commitment there. Yeah, that’s perfect for testing. So thank you very much Shane, and good luck
in your business. Bye Bye. Thank you Augustas. It’s been a pleasure. Thank you.

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