List of eDesk Customers
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United States
Since 2010, our global team of researchers has been studying eDesk customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased eDesk for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using eDesk for Customer Support include: CarParts.com, a United States based Retail organisation with 1695 employees and revenues of $676.0 million, Life Interiors, a Australia based Retail organisation with 90 employees and revenues of $16.0 million, Electrical World United Kingdom, a United Kingdom based Retail organisation with 32 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using eDesk, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The eDesk customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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CarParts.com | Retail | 1695 | $676M | United States | eDesk | eDesk | Customer Support | 2024 | n/a | In 2024, CarParts.com implemented eDesk to centralize multichannel customer messages into a single inbox and streamline Customer Support and CRM operations in the United States. The deployment targeted the companys customer service organization and was positioned to unify email, chat, and web inquiry workflows under a single helpdesk instance. The implementation used eDesks centralized inbox along with its automation and AI suggestion features, with these helpdesk modules explicitly configured to support routing, automated responses, and agent-facing reply suggestions. Configuration work emphasized ticket triage rules, canned response libraries, and AI-assisted reply recommendations to accelerate agent throughput and standardize resolution language. Operational coverage included customer support and CRM teams across the United States, focused on multichannel message consolidation and day to day helpdesk operations. The rollout concentrated on standardizing case workflows and inbox management to create a single source of customer engagement data for support agents. As implemented, eDesk delivered documented operational outcomes, including a 10.3% reduction in ticket handle time and 12.1% more emails handled per day according to the case study. The deployment therefore links CarParts.com, eDesk, and the Customer Support function through centralized inboxing, automation, and AI suggestion capabilities. | |
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Electrical World United Kingdom | Retail | 32 | $1M | United Kingdom | eDesk | eDesk | Customer Support | 2024 | n/a | In 2024, Electrical World United Kingdom implemented eDesk in a Customer Support deployment using eDesk’s Ava AI chatbot to automate post-sales inquiry handling. The rollout is described as a customer support CRM automation project focused on streamlining responses to order tracking, returns, and product guidance queries. The implementation centered on eDesk’s Ava AI chatbot and accompanying workflow automations, configured to surface automated responses for common post-sales questions, create support tickets when escalation is required, and route inquiries to human agents based on defined criteria. Configuration work included intent and response tuning for order tracking, returns handling workflows, and product guidance knowledge capture to support consistent agent handoffs. Operational scope covered Electrical World’s United Kingdom post-sales support function, positioning eDesk as the primary Customer Support interface for buyer inquiries after purchase. The deployment emphasized automation of repetitive support interactions while preserving escalation paths to live agents for complex cases, aligning the application to customer service and CRM automation workflows. Governance measures documented in the rollout included establishing escalation protocols and templated responses for returned items and tracking updates, and training the Ava chatbot on product guidance content. The case study notes that using eDesk’s Ava chatbot and workflow automations improved resolution speed and overall support efficiency for Electrical World United Kingdom. | |
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Life Interiors | Retail | 90 | $16M | Australia | eDesk | eDesk | Customer Support | 2016 | n/a | In 2016, Life Interiors implemented eDesk for Customer Support to centralize marketplace customer service and CRM across its eCommerce channels. The deployment targeted marketplace order and post-sale inquiry workflows, aligning support routing and case management for multi-region teams. The eDesk implementation included standard Customer Support capabilities such as a unified inbox and ticketing, automated routing and response templates, SLA monitoring, and CRM-style customer records to consolidate buyer interactions. Configuration focused on mapping marketplace events into support workflows and applying category-aligned automation to reduce manual handling and speed resolution. Operational integration used eDesk’s native connection to Mirakl Connect marketplaces to ingest marketplace orders and messages directly into the support queue, enabling synchronized case context for marketplace transactions. The implementation covered customer service and eCommerce operations teams, centralizing support across regions and unifying marketplace-specific inquiry handling under the eDesk platform. Governance emphasized centralized ticket SLAs, standardized response templates, and shared macros to enforce consistent customer experience and accelerate agent onboarding. The case study reports outcomes tied to the eDesk deployment and Mirakl integration, citing a 60% reduction in response times and a 40% increase in sales. |
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