eDesk

The World's #1 eCommerce Help Desk

4.5 /5 (44 reviews) Write a Review!

eDesk Overview

What is eDesk?

eDesk gathers customer interactions from your website, marketplaces and all your social channels into a simple dashboard that your team will love. Spread the customer support load equally among your team, or automatically assign queries to those best suited to solving the issue. With order, product and delivery data to hand, use snippets and pre-built templates to send fast, personalized replies. For common questions eDesk's A.I. will suggest your response so you can answer in just a single click.

eDesk Overview

Pricing

Starting from
US$35.00/month

Pricing options

Free Trial
Subscription
Value for money

Essential:_________________$35 per user/month - unlimited tickets/month
Team:________________$55 per user/month - unlimited tickets/month
Professional:______________$69 per user/month - unlimited tickets/month
Enterprise:________________$109 per user/month - unlimited tickets/month


eDesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English, French, German, Italian, Spanish

Media

xSellco automatically sorts incoming messages to the relevant folders, so you can prioritize and assign messages to your teammates. See exactly what type of query you're dealing with at a glance, and attend to urgent queries like cancellations at once.
Get a complete view of your customers and their order details built into each message. Product, order details, delivery information and previous communications are automatically attached to every incoming query.
xSellco analyzes trends in your customer support queries, so you can focus on areas that need improvement. View ticket volume by store, language, query type and create templates to help speed up these responses.
xSellco automatically translate queries from international customers and translate your reply before sending. Xsellco opens up opportunities for businesses of all sizes to sell more on international markets without needing a multilingual support team.
eDesk video eDesk screenshot: xSellco automatically sorts incoming messages to the relevant folders, so you can prioritize and assign messages to your teammates. See exactly what type of query you're dealing with at a glance, and attend to urgent queries like cancellations at once. eDesk screenshot: Get a complete view of your customers and their order details built into each message. Product, order details, delivery information and previous communications are automatically attached to every incoming query. eDesk screenshot: xSellco analyzes trends in your customer support queries, so you can focus on areas that need improvement. View ticket volume by store, language, query type and create templates to help speed up these responses. eDesk screenshot: xSellco automatically translate queries from international customers and translate your reply before sending. Xsellco opens up opportunities for businesses of all sizes to sell more on international markets without needing a multilingual support team. eDesk screenshot: eDesk screenshot:

eDesk Reviews

eDesk Reviews

Overall rating
4.5
/
5
Excellent
26

Very good
14

Average
3

Poor
1

Terrible
0

Value for Money
4.2
Features
4.1
Ease of Use
4.2
Customer Support
4.3
91% recommended this app
Verified Reviewer

Excellent customer support software


Rob P.

Has made our help desk much more streamlined.

Streamlined our customer service team role by providing the right information with the tools to action it.


Rachel K.

It used to be so good

Overall, we are disappointed with the product and the service.


Ryan S.

Does a great job of providing support for eBay and Amazon

Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us.


Russell R.

Great System - used for a couple years


Verified Reviewer
Industry: Retail

Excellent customer support software

Used Daily for 1+ year
Reviewed on 2018-02-07
Review Source: Capterra

Pros

Plugs and integrates into all the various channels we need to plug into and provides customer information and data within the help desk ticket. Being able to provide Multi-lingual support in our native language is a fantastic feature as is the ability to utilize response templates. Feedback mechanism works very well and easy to customize to our assorted needs.

Cons

Needs to offer an integrated and customizable knowledge base. Ticket numbers are difficult to find. In general, reporting is good but simplistic and needs to be enhanced.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Rob P.
Industry: Retail
Company size: 11-50 Employees

Has made our help desk much more streamlined.

Used Daily for 1+ year
Reviewed on 2017-12-13
Review Source: Capterra

Streamlined our customer service team role by providing the right information with the tools to action it.

Pros

It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours.
One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business.
One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message.
Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.

Cons

From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though.
Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in.
I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc.
The live chat does need fleshing out a bit, but as previously stated, they are updating all the time.
Overall not many negatives.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Rachel K.
Industry: Retail
Company size: 2-10 Employees

It used to be so good

Used Daily for 1+ year
Reviewed on 2020-05-29
Review Source: Capterra

Overall, we are disappointed with the product and the service.

Pros

When "eDesk" was "xsellco" it actually worked, so that was nice.

Cons

It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Ryan S.
Industry: Automotive
Company size: 2-10 Employees

Does a great job of providing support for eBay and Amazon

Used Daily for 2+ years
Reviewed on 2017-11-16
Review Source: Capterra

Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us.

Pros

Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team.

Cons

It is pricy, especially when combined with other XSellco products. They all work very well, but the monthly or yearly costs really add up. At the end of the day, we continue using them so it must be worth it :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Russell R.

Great System - used for a couple years

Used Daily for 2+ years
Reviewed on 2017-12-12
Review Source: Capterra

Pros

Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.

Rating breakdown

Value for Money
Ease of Use
Customer Support

User recommendation
8.6/10
Based on 44 user ratings
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eDesk Pricing

eDesk Pricing

Starting from
US$35.00/month
Free Trial
Subscription
Value for money

Essential:_________________$35 per user/month - unlimited tickets/month
Team:________________$55 per user/month - unlimited tickets/month
Professional:______________$69 per user/month - unlimited tickets/month
Enterprise:________________$109 per user/month - unlimited tickets/month

Essential:_________________$35 per user/month - unlimited tickets/month
Team:________________$55 per user/month - unlimited tickets/month
Professional:______________$69 per user/month - unlimited tickets/month
Enterprise:________________$109 per user/month - unlimited tickets/month

Value for Money
4.2/5
Based on 44 user ratings
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eDesk Features

eDesk Features

API
Access Control
Activity Dashboard
Automatic Notifications
Content Management
Customizable Branding
Customizable Templates
Data Import/Export
Drag & Drop Interface
Electronic Payments
Order Management
Product Catalog
Reporting & Statistics
SEO Management
Search Functionality
Social Media Integration
Template Management
Third Party Integration
Website Management
eCommerce Management
Features
4.1/5
Based on 44 user ratings
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Categories

Additional information for eDesk

Additional information for eDesk

Key features of eDesk

  • Accounting integration
  • Auto-responders
  • Barcode scanning
  • Channel management
  • Customizable templates
  • Email templates
  • Feedback management
  • Help desk management
  • Real-time reporting
  • Ticket management
  • Tracking features
  • Visual analytics

Benefits

  • Incoming support tickets from all your sales channels in one intuitive dashboard.
  • Native integrations with every major marketplace, webstores, and social media channels - so no need to buy apps!
  • A.I. generated suggested responses to enable you to solve tickets in a single click
  • Marketplace SLA countdown so you never miss a deadline
  • Automated responses to cover when your support team aren't available
  • Customizable message templates to enable lighting fast responses
  • Track key metrics like response times and message volume to identify areas which may need improvement.
  • Unlimited tickets with every package
  • Automatically translate all incoming foreign language queries to help you expand globally
  • Create a knowledgebase so you can empower your customers to solve their own queries
  • One-click invoice generation so you don't have to waste time creating them yourself
  • Creates rules to automatically route tickets to the best suited agent

  • eDesk FAQs

    eDesk FAQs

    Below are some frequently asked questions for eDesk.

    Q. What type of pricing plans does eDesk offer?

    eDesk offers the following pricing plans:

    Starting from: US$35.00/month

    Pricing model: Subscription

    Free Trial: Available

    Essential:_________________$35 per user/month - unlimited tickets/month Team:________________$55 per user/month - unlimited tickets/month Professional:______________$69 per user/month - unlimited tickets/month Enterprise:________________$109 per user/month - unlimited tickets/month

    Q. What are the main features of eDesk?

    eDesk offers the following features:

    • Accounting integration
    • Auto-responders
    • Barcode scanning
    • Channel management
    • Customizable templates
    • Email templates
    • Feedback management
    • Help desk management
    • Real-time reporting
    • Ticket management
    • Tracking features
    • Visual analytics

    Q. Who are the typical users of eDesk?

    eDesk has the following typical customers:

    Small Business, Large Enterprises, Freelancers, Mid Size Business

    Q. What languages does eDesk support?

    eDesk supports the following languages:

    English, French, German, Italian, Spanish

    Q. What type of pricing plans does eDesk offer?

    eDesk has the following pricing plans:

    Subscription

    Q. Does eDesk support mobile devices?

    eDesk supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does eDesk integrate with?

    eDesk integrates with the following applications:

    BigCommerce, ChannelAdvisor, Facebook, Instagram, Linnworks, Magento Commerce, PrestaShop, Shopify, Twitter, WooCommerce

    Q. What level of support does eDesk offer?

    eDesk offers the following support options:

    FAQs, Online Support, Phone Support, Video Tutorials, Knowledge Base