eShipping scaled its logistic efforts with a flexible help desk
eShipping replaced a tangled Outlook workflow with Deskpro — creating automated processes, unifying departments, and delivering faster, more consistent support across time zones and channels.
The Challenge
With multiple call centers handling different types of calls, eShipping has multiple segments of the company that needs to work in unison.
For the past few years, eShipping were using Outlook to respond, track and log all of their communication with clients and customers. However, they were running into problems on a regular basis, with different departments not syncing well enough with others.
“It became a real struggle to provide customer service using Outlook and we felt that we were dropping the ball, which is never a good thing.”
eShipping was using the Outlook inbox with color categories for each agent. There were huge gaps in how the team communicated and it meant using 4 different software solutions for its customer support.
The Solution
eShipping took their time to look at and assess a host of help desk software platforms. After extensive testing, they settled on Deskpro Cloud.
What attracted eShipping to Deskpro was the powerful customization of automatic triggers, departments for tickets, and live chat as well as the affordable price compared to other options.
“During our cost-benefit analysis, the decision to pick Deskpro became a no-brainer. The software is head and shoulders above the other help desks that we trialed.”
Automatic triggers have been used (and appreciated) the most since the switch to Deskpro. Keeping a handle on ‘tricky’ customers and keeping the inbox clean was once a challenge. However, after setting up a variety of triggers, certain customers can be prioritized or sent to specific agents, and auto-responders set to provide customers with holding responses for certain issues.
The Benefits
By creating specialized teams and departments in their new Deskpro help desk, eShipping managed to super-charge its productivity. They were able to create new processes that worked well for both their agents and their customers.
“As a help desk manager, Outlook was a nightmare when it came to tracking, reporting, and trying to improve our processes."
With Deskpro, I can run reports on pretty much anything and keep an eye on how my team is doing in real-time.Andrew Weiss Director of LTL Operations
eShipping can now provide its clients with different levels of support across multi-channels, time zones, and tiered support (escalating tickets for its VIP customers), saving time, money, and stress.
The Future
Whilst eShipping spent years using Outlook for its customer service platform, the team would never go back to how things used to be before Deskpro.
“If we went back to Outlook, we wouldn’t be able to cope and I’m pretty sure that our customers and clients would be able to tell that everything from our response time to our approach would be worse.”
eShipping provides a call center solution for businesses. This is why the implementation of Deskpro 'Voice' has the potential to further combine email, live chat, forms and calls into one powerful help desk, increasing productivity and improving support.
