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Industry
Furniture & Decor
Integrations
Boutique Marketplaces (Cymax Business and Homesquare), Walmart, eBay, Amazon, Best Buy
eDesk solutions
eDesk Helpdesk, Feedback
eDesk customer
Since 2017
As a leader in online sales for all items home and office, Cymax Group strives for ultimate customer satisfaction. But with over hundreds of thousands of SKUs selling on dozens of marketplaces, their ambition to create the optimal experience for their customers was a challenge.
Cymax Group needed to log into, and respond to the message portal for each channel individually in order to monitor response times and ensure adherence to performance expectations. And there was a lot of manual work to manage all the various message channels, which was cumbersome and unsustainable. Centralising systems was the solution.
As eCommerce adoption for furniture boomed worldwide, Cymax Group turned its focus to digital innovation and transformation to keep pace with the changing needs and expectations of their consumers.
Dedicated to trendsetting in customer service, product selection and eCommerce technology, Cymax Group realised they needed a fit for purpose support desk to help them scale customer service.
The online furniture retailer wanted to centralise messages from multiple marketplaces into a single inbox. After trialling various alternative solutions, Cymax Group selected eDesk to tackle messaging’s mission impossible – creating one inbox to rule them all.
Built for eCommerce, eDesk has helped the team at Cymax Group to revolutionise their workflows, centralise all messages and simplify reporting. User roles are clearly defined, and the customer support team now works primarily within one inbox.
eDesk’s dashboard view provides Cymax Group with over-arching visibility of all their communication channels, leading to reduced response times and improving productivity. This means they can now easily meet their performance expectations and deliver the superior customer service they are so passionate about.
Cymax Group Technologies, the leading eCommerce technologies and services provider, is one of the top-rated 3P sellers on major marketplaces. With Cymax Group, you have the advantage of an end-to-end integrated eCommerce solution, unmatched 3P selling services, and back-end technology support. Get exclusive access to their boutique marketplaces and their proprietary freight platform, connecting you to one of the largest selections of shipping providers and giving you the advantage of accessing discounted rates for big and bulky products.
Right Deals UK uses eDesk’s centralised inbox to gather all website, marketplace and social messages into one place. The support team can now respond to messages five times faster than their previous helpdesk solution. With eDesk Feedback, the company has obtained ‘eBay Top Rated Seller’ status and maintains a feedback rating of 97.8%.
MyBoatStore uses eDesk’s integrated ecommerce helpdesk for all incoming customer messages from its website, Amazon and eBay.
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