eDesk Integrates with Aircall

New integration will ensure all email, chat, social, inbound and outbound phone queries are handled in one inbox

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eDesk Integrates with Aircall
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Published: September 23, 2021

Sandra Radlovački

Sandra Radlovački

eDesk, the eCommerce support specialist, has announced a partnership with cloud-based call centre solution provider Aircall.

The new native integration will 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.

According to research conducted by Aircall, 60% of US consumers consider voice to be their preferred way to reach online sellers, while 46% of Europeans prefer phone calling as the first customer service option. 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.

Alex Payne, CEO at eDesk, said: “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.”

Gianna Scorsone, GM / Head of North America, Aircall, added:

“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 more efficiently and effectively than ever before.”

 

 

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