Mobile e-commerce platform Wish strengthens customer support

One of the world’s largest mobile e-commerce platforms is providing its retailers with new customer service capabilities.

Wish is leveraging the eDesk e-commerce customer support platform to provide retailers using its platform more resources and tools to assist shoppers. Through this partnership, all Wish retailers across the U.S. and Europe will be able to view and service customer inquiries from Wish and other e-commerce platforms, all within a single eDesk account.

Utilizing eDesk, Wish aims to improve customer support response times and generate greater operating efficiencies. eDesk consolidates customer requests from all of an online retailer’s marketplaces, webstores, and social and support channels into a single shared system with the goal of making customer support easier to manage.

Wish retailers can now use eDesk to prioritize customer service requests by query type (cancellations, returns or product questions) and customer support service targets. The platform seeks to allow its retailers to more easily scale their sales reach and provide simplified customer experiences.

“A positive after-sales experience for our consumers is critical to a great customer experience, which is why we’re thrilled that our merchants can now access eDesk’s tech and support capabilities,” said Sarah Luo, VP of merchant operations, Wish. “The team at eDesk have a deep understanding of the complex world of cross-border ecommerce and it is very clear that they have created a valuable tool for marketplace merchants.”

“Wish has been a powerful partner for eDesk. The partnership has provided a great opportunity for our existing and new customers to leverage a new sales channel, yet centralizing and automating all their customer queries in eDesk. It means more sales opportunities for our clients, more value for eDesk and growth possibilities for everyone, including Wish,” said Mats Forsgren, VP of operations at eDesk.

Wish enters shoppable video channel
The introduction of eDesk is part of a broader effort by Wish to enhance the user experience on its mobile platform and provide more tools for its retailers. Earlier in 2022, Wish launched a new shoppable video feature called “Wish Clips,” designed to enhance the customer experience and simplify the path to purchase.

Each Wish Clips shoppable video experience enables users to gain more information about the featured product and envision how it can be used or worn.

With one tap, consumers can view the product details, visit the retailer’s store, or add a product to their shopping cart. Customers can also “like” a video, or report a video to Wish’s content moderation team if needed.

Retailers participating in the Wish Clips program have the ability to create and upload five-to-30-second video clips that showcase their product. ​​Through Wish’s merchant dashboard, retailers can obtain access to performance metrics. The dashboard will be updated over time to include other metrics such as customer likes and watch time, in addition to a more robust and streamlined user interface.

Wish has a number of new products and features slated for rollout during 2022.

Founded in San Francisco in 2010, Wish connects millions of consumers to over 500,000 retailers globally.