Aircall and eDesk combine phone & online support

CATEGORY: Ecommerce

eDesk have announced a partnership with cloud-based call centre solution provider Aircall, a cloud-based call center and phone system. With this new native integration, eDesk can ensure that all email, chat, social and inbound and outbound phone queries can now be handled in one inbox. Aircall’s cloud infrastructure means calls can be distributed evenly amongst agents, who then access current information plus every interaction the company has previously had with the customer, thereby enabling more productive conversations.

Research conducted by Aircall has discovered that 60% of US consumers consider voice to be their preferred way to reach online sellers, while phone calling is also the first customer service option that most Europeans choose at 46%. With calls joining the existing email, chat and social support in eDesk’s central hub, shoppers will have faster access to online retailers, while sellers have the opportunity to reduce handling times even further.

The deal follows an exceptional growth period for both companies, during which eDesk has continually evolved products with AI and beyond to give sellers more autonomy, while Aircall received a $120m investment in June.

“We’re thrilled to have joined forces with Aircall, establishing a partnership that allows eDesk users to add voice to their suite of communications. Customers won’t hesitate to use a multitude of channels to communicate, especially when they have an issue that needs resolving, and expect the same level of service regardless of their choice. During this time of ecommerce expansion, sellers need a solution that allows their business to grow. This means answering queries fast to get positive feedback, which will build their reputation and their ranking within the marketplace algorithms.

Data from our research earlier this year has found there’s a fine 24-hour window of opportunity to resolve any queries and, combined with Aircall’s findings about a preference for voice, this improvement will help online sellers have a more strategic and convenient multi-channel approach to their operations.”
– Alex Payne, CEO, eDesk

“Integrations and partnerships are at the very core of our vision at Aircall to make the voice channel as collaborative as possible. We are honored to be the only phone system connected to eDesk’s advanced eCommerce helpdesk.”

Together, eDesk and Aircall will enable our customers to enter conversations with more context, and support teams can solve inquiries -ore efficiently and effectively than ever before.”
– Gianna Scorsone, GM / Head of North America, Aircall



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