Introducing OpenDesk

AI-powered customer support that empowers ecommerce brands to respond faster, automate support with confidence, and unlock growth by leveraging valuable customer insights — today, we’re excited to introduce you to all of the above wrapped up into one simple yet powerful tool: OpenDesk.

Why we built OpenDesk

In operating 40+ ecommerce brands at OpenStore, we have experienced the real challenges of customer support: limited time, high staffing costs, and minimal insights to fix the operational issues that led to customer problems in the first place.

To tackle these challenges head on, we made significant investments in AI technology to enhance the quality of customer support across the brands we run, improve our ability to scale that support, and harness customer data to improve the business performance of each brand.

And that investment paid off. Check out the meaningful results we achieved across all verticals ranging from apparel to electronics to wellness:

• We decreased operating expenses for support by 80%, from $6 cost per order to $1 cost per order;
• We reduced support agent headcount by 83%, from 48 people to 8 people;
• We boosted customer satisfaction scores to 94%, while automating 71% of tickets with AI.

One of the most valuable aspects of the technology we developed has been the increased visibility into actionable insights to improve brand performance. For example, one of our brands, Jack Archer, was able to increase repeat customer rate from 24% to 50% by addressing operational issues revealed by OpenDesk, such as fulfillment errors.

Real impact like this is why we built OpenDesk. As part of the ecommerce industry, we’re eager to share this tool to empower all ecommerce brands to improve their support and drive business growth in diverse ways.

What is OpenDesk

OpenDesk is an AI-powered customer support tool that enables brands to respond faster to customers, use human-centered automations, and gain actionable insights that keeps customers coming back for more.

Faster and personalized responses

OpenDesk was designed for brands to deliver exceptional support with less time and effort.

With OpenDesk, all your messages are in one place, and every message is automatically organized by topic, so you can easily prioritize time-sensitive messages and your most valuable customers.

You can also have OpenDesk auto-draft a response in seconds, which you can quickly personalize with relevant customer data, such as order history, right next to your messages.

Automation you can trust

Just like any ecommerce brand, we often receive the same questions about products and order status over and over again. However, we never fully trusted that automated responses could deliver the same quality of support our customers have come to expect from our brands.

With OpenDesk, you can confidently automate responses by training its AI to respond on your behalf.

Simply upload documents about your products, policies, and any other context you want OpenDesk to have, then choose which tickets to automate based on topics and customer sentiment (yeah, we measure that, too).

To ensure automation meets your brand’s quality bar, you can track automation customer satisfaction score vs. manual customer satisfaction score, and customize your automation settings accordingly at any time.

Actionable insights to optimize your business

Many customer support tools in the market use AI purely for automation, but we know there’s a more powerful way to wield this technology - to harness the insights that can be game-changers for ecommerce business owners.

Every day, brands receive tens, hundreds, even thousands of emails, social media comments, and chats from customers. Instead of letting all this rich feedback get lost in the void, we capture it with OpenDesk’s Analytics.

OpenDesk Analytics introduces a new customer experience metric called “tickets per order” to more accurately evaluate and size the potential impact of customer pain points or opportunities to improve your business.

More specifically, it tracks how many times your customers message about topics, such as missing items, order delays, or defective products, on a per customer order basis. Tracking this rate on a weekly basis gives you a benchmark of performance for every aspect of your business, and helps you to precisely pinpoint and solve root causes of customer issues.

Get access today

At OpenDesk, we believe there remains a massive opportunity for ecommerce brands to better harness the insights from customer support to grow their business. We’re excited to continue innovating in this area, so that all brands have the tools and the expertise to turn customer support into retention.

Join the waitlist today for early onboarding access. We can’t wait to hear what you think.