- Results coincide with the launch of eDesk’s Customer View which streamlines all customer details, support and order history together in one place
- Cost of living remains top of mind for customers with 36% of complaints retailers have received from online customers focused on the cost of items, up from 24% just six months ago
eDesk, the all-in-one help desk for eCommerce, has released results from their State of eCommerce 2022 survey revealing that online sellers remain optimistic on the current eCommerce market despite a looming recession.
During September 2022, eDesk surveyed over 200 online sellers that sell their products online via their own webstores and marketplaces in the United States that use the eDesk platform.
Delivering top customer service is essential for company growth particularly in the face of the market correction we have seen in recent months in eCommerce. The results from the survey show that cost of living is top of mind for consumers with 36% of complaints retailers have received from online customers focused on the cost of items, up from 24% just six months ago. The survey also found that:
- 53% of sellers expect to see an increase in online shopping over the next six months.
- 54% plan to raise prices over the same time period in response to the cost of living crisis.
- 56% of online sellers’ delivery times have been affected by supply chain delays over the past 6 months.
- Respondents have stated that shipping (37%) and delivery (28%) are among the biggest complaints they are getting from customers.
The survey coincides with the launch of eDesk Customer View which will bring all customer details, support and history together. The new omnichannel feature will help brands to automatically categorize their customers into clear segments, which will enable sellers to have a deeper understanding of their customer base and provide a holistic view across the customer journey. eDesk Customer View will empower support agents to solve customer issues in a personalized and proactive manner, and by having full visibility of all previous interactions and orders, queries will be resolved quicker, leading to loyalty, repurchasing opportunities and growth.
“Delivering exceptional customer service is essential to driving growth, however too often it can seem that customer service online is completely disjointed. As sellers think of the future and adding more sales channels to increase their customer base, they must ensure that they have all their customer information in one place and easily accessible.” said Ray Nolan, Founder of eDesk, “eDesk Customer View provides brands with a streamlined and easily accessible view of all customer interactions and their previous purchase information in one place making life easier for agents and creating a much better customer experience.”
eDesk is the only customer support solution provider on the Amazon and Walmart development councils and works with customers including Superdry, Suzuki and Seinnheiser to help sellers everywhere easily integrate their eCommerce stack. They currently have native integrations with more than 250+ channels and work with thousands of customers globally powering over 14 million conversations every month, resulting in billions of dollars of eCommerce transactions every year.
eDesk surveyed over 200 sellers who sell their products online via webstores and marketplaces in the United States and use the eDesk platform. Over 55% of respondents stated that they will expand into new online channels over the next 6 months.
The survey also found that over 80% of online sellers believe a recession is pending, yet 71% are still optimistic about the current state of the ecommerce market. The report found that online sellers are ensuring they are “recession proof”, with almost half of online sellers stating that they will change their current eCommerce strategy and will invest in more tools to protect themselves from market upheaval over the next 6 months.