Driving Profits Through Customer Service with eDesk’s Gareth Cummings

from eCommerce MasterPlan · host Chloë Thomas

Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarParts.com has just been named in USA Today’s list of America’s Best Customer Service 2026. In this episode, Gareth explains how eCommerce brands can use customer service, AI, and automation to increase conversion rates, improve retention, and turn support teams into profit-driving growth engines. Hit PLAY to hear: How faster replies can lift conversion rates by 50–60% ⚡ Why 30–40% of customer service queries happen before checkout 🛒 The real reason 9–5 support is killing your evening and weekend sales 🌙 How AI can handle half your support tickets without hurting CX 🤖 Where customer service hides revenue leaks, return drivers, and product issues 🔍 How top eCommerce brands turn support teams into profit creators, not cost centers 💰 Key timestamps to dive straight in: [03:25] "From Customer Service to CTO" [07:08] Pre-Sales Engagement Trends Expand [12:31] "AI, Automation, and Customer Focus" [13:11] Customer Loyalty Flywheel Impact [16:28] "Prioritizing Customer Experience Transformation" [20:41] "Automating and Enhancing Customer Support" [22:40] "Customer Service Empathy Practice" [24:19] Listen to Gareth’s Top Tips! [29:33] Episode sponsored by eDesk. To learn more, visit eDesk.com Full episode notes here: https://ecmp.info/582 Episode sponsored by eDesk. To learn more, visit eDesk.com --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

Episode metadata supplied by the publisher feed · Published Feb 16, 2026

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Driving Profits Through Customer Service with eDesk’s Gareth Cummings

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This episode was published on February 16, 2026.

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