How eDesk Gained a Competitive Edge in the Customer Service Industry with MarketSizer

February 12, 2025
About
eDesk is a leading eCommerce customer service platform, enabling businesses to manage customer interactions seamlessly across over 400 platforms, including Amazon, eBay, Walmart, Shopify, and TikTok Shop. Recognized for its innovative tools, eDesk helps online retailers deliver exceptional customer support, improve productivity, and streamline operations in a competitive global market.
Dublin, Ireland
> 100
< €5M
Customer Service & Livechat
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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.

Testimonial from Brendan Hughes, CCO at eDesk, about MarketSizer: 'MarketSizer has redefined how we understand and act on our competitive landscape. With always-on intelligence and automation, we’ve replaced manual processes with precision, turning data into decisions faster than ever. This partnership has empowered us to focus on what matters: identifying opportunities and driving smarter global strategies.

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.