How eDesk Gained a Competitive Edge in the Customer Service Industry with MarketSizer
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Challenge
- Gain clearer visibility into competitor trials, churned accounts, and market trends to stay proactive.
- Identify and prioritize high-purchase-intent customers across multiple countries.
- Scale operations effectively while addressing the specific needs of industries like Automotive, Consumer Electronics, and Home & Garden.
Solution
MarketSizer provided eDesk with real-time sales and subscription intelligence to
- enrich 100% of CRM records
- streamline workflows by automating manual tasks and enabling faster responses
- track competitors to uncover key insights on trials, churned accounts, and active subscriptions
The Challenge:Competing in the Fast-Moving eCommerce Market
eDesk is a leader in eCommerce customer engagement, seamlessly integrating with 400+ platforms, including Amazon, eBay, Walmart, Shopify, and TikTok Shop. However, in an industry dominated by Zendesk, Freshdesk, and Gorgias, eDesk needed a smarter, data-driven approach to stay ahead.
To maintain its competitive edge, eDesk partnered with MarketSizer—a platform designed to transform raw market data into actionable insights, automate time-consuming tasks, and uncover new opportunities for growth.
Key Challenges
eDesk faced three major challenges:
1. Gaining Full Market Visibility
To proactively identify emerging trends, competitor trials, and churn rates, eDesk needed a real-time competitive intelligence solution.
2. Precision Targeting for High-Intent Customers
Identifying and prioritising high-purchase-intent customers across multiple regions was essential for sales and marketing teams.
3. Scaling with Smarter, Industry-Specific Strategies
eDesk needed to develop tailored strategies for industries like Automotive, Consumer Electronics, and Home & Garden to drive sustainable growth.
The Solution: Smarter Insights, Faster Decisions
MarketSizer provided a comprehensive solution suite that transformed eDesk’s sales and marketing strategies.
1. Competitive Intelligence & Market Visibility
✅ Tracked 63+ competitors, including Zendesk, Freshdesk, and Gorgias, covering 80% of the eCommerce customer support market.
✅ Analysed millions of active, trial, and churned subscriptions to refine account-based marketing (ABM) strategies.
2. Real-Time Data That Works for Smarter Targeting
✅ Enriched 100% of CRM records with real-time subscription and competitor-trial data.
✅ Empowered sales and support teams with active competitor-trial intelligence, enabling proactive re-engagement.
3. Smarter Customer Segmentation & Lead Prioritisation
✅ Segmented customers by lifecycle stage: New, Developing, Established, and Loyal.
✅ Implemented a purchase intent scoring system (High, Medium, Low, Not in Market) to optimise outreach.
4. Automation & Workflow Optimisation
✅ Integrated HubSpot automation, reducing manual efforts and accelerating sales and marketing responses.
✅ Supported targeted campaigns like the US Auto Parts initiative, using intent-driven insights to create personalised messaging.
The Impact: Turning Insights into Action
By leveraging MarketSizer’s data-driven insights, eDesk achieved tangible business results:
🚀 Enhanced Competitive Intelligence:
eDesk gained a 360-degree market view, tracking where Zendesk, Freshdesk, and Gorgias were most active.
🎯 Improved Sales Targeting:
With enriched CRM data and intent-driven insights, eDesk focused efforts on high-value accounts, boosting engagement and retention.
⚡ Automation-Driven Growth:
By automating workflows and optimising multichannel campaigns, eDesk scaled efficiently across 195+ countries.
💡 Smarter Industry-Specific Strategies:
With tailored outreach, eDesk expanded its presence in key eCommerce sectors, including Automotive, Consumer Electronics, and Home & Garden.