Welcome to Delegate

One Workspace. Multiple Tools. A More Secure Way to Work.

Delegate is ECX's centralized online desktop designed to simplify how our team accesses and manages the tools used in daily operations. By bringing essential client platforms into one unified environment, Delegate helps streamline workflows, improve operational efficiency, and support the secure management of client systems.

Delegate Overview

Get to know Delegate, ECX’s centralized online desktop that brings essential client tools into one unified workspace. Learn how Delegate simplifies tool access, supports secure operations, and improves efficiency across our customer service and retention workflows.

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Getting Started With Delegate

This page will serve as a learning resource to help you understand Delegate and navigate its integrated tools.

Through the training materials and walkthroughs available here, you will learn how to:

• Navigate the Delegate interface.
• Access and use the tools assigned to your client account.
• Perform essential tasks within supported platforms.
• Follow the appropriate workflows and standard operating procedures.
• Apply security best practices when accessing and managing client systems.

As you progress through the training, make sure to review each videos and materials carefully and refer to the relevant SOPs whenever you need guidance.

Our goal is simple: to make your work more organized, efficient, and secure through a unified digital workspace.

Welcome to Delegate, your centralized workspace for the ECX ecosystem.

What Is Delegate?

As ECX continues to grow, managing multiple platforms across different clients can become increasingly complex. Delegate addresses this challenge by providing a centralized workspace where team members can access the tools they need based on their assigned roles and client accounts.

Through Delegate, our team can work with platforms such as Intercom, Shopify, Recharge, Sticky, Connective, Checkout Champ, and UltraCart, depending on the client's operational setup.

Instead of navigating separate environments independently, team members can access their assigned tools through a more organized and unified interface.

Why Are We Using Delegate?

1. Centralized Access

Delegate brings essential operational tools into one environment, reducing the need to navigate multiple independent workspaces.

2. Improved Security

Centralizing access through Delegate supports more controlled access to client systems and helps strengthen our approach to protecting client information.

3. Operational Efficiency

A unified workspace makes it easier for team members to navigate between tools, manage customer requests, and complete daily tasks.

4. Standardized Workflows

Delegate supports a more consistent working environment across teams and client accounts, helping reinforce established procedures and operational standards.

5. Scalability

As ECX expands its client portfolio and workforce, Delegate provides a centralized environment designed to support our evolving operational requirements.

What Can You Do With Delegate?

Delegate supports the daily activities required to deliver efficient customer service and retention operations, including:

Customer Support: Access Intercom to manage customer conversations, respond to inquiries, and handle support tickets.
Order Management: Access client platforms to review orders and perform supported order-related tasks.
Refund Processing: Manage refund requests through the appropriate client systems, following established procedures.
Subscription Management: Access supported platforms to review and manage subscription-related requests.
Customer Communication: Use supported tools to communicate with customers through the appropriate channels.
Retention Operations: Navigate the systems required to support cancellation requests, address customer concerns, and execute retention workflows.

Available functionalities depend on the client's configuration, the tools integrated into Delegate, and the permissions assigned to each user.

Delegate and the ECX Ecosystem

Delegate serves as the access environment for the different platforms that support our customer experience and retention operations.

While each integrated platform has its own purpose, Delegate brings them together in a more unified workspace. This allows our team to continue using the specialized functionalities of each platform while benefiting from a centralized approach to accessing our tools.

Our existing SOPs, training materials, and operational procedures remain important. Understanding how to use each client platform correctly is still essential to delivering consistent service and maintaining compliance with client requirements.