Gavin Friel | eDesk

In a market already packed with helpdesk solutions, it's difficult to stand out. Our answer? A robust and intuitive design that helps online sellers help their customers, faster.

Outcomes

+18 (40)

Net Promoter Score

+18 (40)

Net Promoter Score

+38.4%

Free trial conversion

+38.4%

Free trial conversion

+18%

MAUs

+18%

MAUs

-17.2%

Churn rate

-17.2%

Churn rate

Purpose built

After dozens of user interviews, we leaned on all the insights we had gathered to completely rebuild eDesk from the ground up. We took the existing foundations and completely redesigned the information architecture, whilst revising the visuals, to create a wonderfully intuitive helpdesk experience for agents, team leads and business owners.

Data story telling

With thousands of data points stored in eDesk, we got to work on creating better conversations, with Insights. We sharpened up the existing dashboards with a more refined colour palette, and made better use of the real estate, allowing us to put more focus on the content. Research during discovery told us that support teams love to get competitive, so we designed a leaderboard to inspire some friendly competition.

I love how clean and intuitive the new layout is — way easier to navigate.

Shaun

Customer Service, Sennheiser

It's is simple to navigate since the update – especially the live reporting, both for day-to-day users and our leadership team

Alan

CS Manager, Superdry

Everything I need is right here, no more switching back and forth between tabs.

Susie

CS Agent, Wetsuit Outlet

Our response times are down around 61% since this new update. Kudos to you! It's been a revelation!

Brandon

CS Support Specialist, Sennheiser