Driving Profits Through Customer Service with eDesk’s Gareth Cummings

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: Episode sponsored by eDesk. To learn more, visit eDesk.com --- Download our ebook... 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at Love the show? Chloe would love your feedback - leave a review here: or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: Advertising Inquiries: Privacy & Opt-Out:

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Driving Profits Through Customer Service with eDesk’s Gareth Cummings is an episode from eCommerce MasterPlan: interviews and advice to help build your online retail business faster by Chloë Thomas.

This episode is 32:21 long.

This episode was published on Feb 16, 2026.

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