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eDesk

Name: eDesk
Rating: 4.4 (72 reviews)

eDesk

4.4 (72)

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eDesk; the most scalable eCommerce customer support tool for

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About eDesk

eDesk helps online retailers deliver seriously extraordinary customer service, everywhere they sell. Designed specifically for eCommerce professionals, eDesk’s AI-powered automation tools streamline customer support processes and reporting. This means users can respond quickly to customer queries and take time back to focus on selling more.

Through its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.

eDesk is also the only customer support solution on the Amazon and Walmart developer councils.

To meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:
eDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent messages and suggest responses.
Insights which automatically analyzes support tickets and feedback so brands can make informed business decisions.
Live Chat and Knowledge base which both enable customers to resolve their queries in real-time.
Feedback which automatically sends out targeted review requests to improve your seller ratings.

eDesk is trusted by thousands of customers worldwide. Each month, it powers over 14 million conversations, which generate billions of dollars of eCommerce transactions annually.

Key benefits of eDesk

Incoming support tickets automatically organized, prioritized and assigned to the most experienced agents for a faster response

Native integrations with every major marketplace, webstore, and social media channels for a seamless connection experience

AI 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

Knowledge base to 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

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Starting Price

USD 0.00

month

USD 18.00

month

Pricing Options

Free version

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Features

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Integrations

Ease of Use

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Reviews

Overall rating

4.4 /5

(72)

Value for Money

4.2/5

Features

4.2/5

Ease of Use

4.4/5

Customer Support

4.4/5

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Showing 5 reviews of 72 Read all reviews

Showing 5 reviews of 72

Russell

Overall rating

Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support

Great System - used for a couple years

Reviewed on 12/12/2017

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.

Jerry

Overall rating

Industry: Retail
Company size: 2–10 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 10.0 /10

Easy to use, effective, effecient

Reviewed on 29/08/2023

Utilize for all customer support uses. Saves time and allows for small support team.

Pros

Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,

Cons

Nothings comes to mind as eDesk solves all our needs

Alternatives Considered

ChannelReply, Freshdesk, Gorgias and Zendesk Suite

Reasons for Choosing eDesk

Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for us

Switched From

Zendesk Suite

Reasons for Switching to eDesk

Considered eDesk the best all in one solution

Jake

Overall rating

Industry: Retail
Company size: 2–10 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 0.0 /10

Great Product, but Shady Company

Reviewed on 01/02/2024

We've used the product since it was called Reply Manager, which was so fairly priced and worked...

We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs. Then it was acquired by XSellco, and it all went downhill. Year after year they increased prices, adding features that small-medium sized businesses may not necessarily need but were forced to adopt. Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price.

No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first. You never know what you'll be forced to pay within the next year...

Pros

Feature-rich, integrations with marketplaces

Cons

-Make fake promises
-Do not honor their pricing commitments
-Will raise prices on you again and again
-No regard for customer loyalty

Response from xSellco

Hi Jake,
It's important to highlight the extensive efforts we've invested in enhancing our product. Over recent years, we've introduced hundreds of new marketplace integrations, significantly improved user interfaces, and advanced AI automation capabilities. This ongoing development reflects our commitment to delivering a product that not only meets but exceeds contemporary standards.

Our focus has been on increasing the value of our product substantially while managing to keep our core prices competitive and below the rate of inflation. We believe in offering cutting-edge features and a superior user experience at a reasonable cost.

If you would like to let me know your email address I can take a look at your account and see where savings could be made. Our account managemnet team has been in over drive communicating, before during and after any price adjustments so please do reach out to them if you have not done so already.

Verified Reviewer

Overall rating

Industry: Consumer Goods
Company size: 11–50 Employees
Used Daily for 6-12 months
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 10.0 /10

Great chat support

Reviewed on 04/02/2022

Pros

Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.

Cons

Nothing to mention at present everything works as it should do.

Andrew

Overall rating

Industry: Textiles
Company size: 11–50 Employees
Used Daily for 1+ year
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 10.0 /10

Has saved us time and money

Reviewed on 06/12/2021

Pros

Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.

Cons

There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.

Alternatives Considered

Replyco

Reasons for Switching to eDesk

Quicker sending and receiving messages. Less glitches.

Showing 5 reviews of 72 Read all reviews

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: USD 0.00/month
Pricing model: Free Version, Subscription
Free Trial: Available

Choose the plan that scales with your stage of growth: Whether you are just starting out or have large customer service teams, we have pricing to suit your individual needs. Ticket based pricing User based pricing

Q. Who are the typical users of eDesk?

eDesk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Q. What languages does eDesk support?

eDesk supports the following languages:

English, French, German, Italian, Spanish

Q. Does eDesk support mobile devices?

eDesk supports the following devices:

Q. What other apps does eDesk integrate with?

eDesk integrates with the following applications:

Adobe Commerce, AfterShip, Aircall, BigCommerce, Brightpearl, ChannelEngine, Gmail, Instagram, Linnworks, Meta for Business, Microsoft Outlook, Mirakl, PrestaShop, Rithum, ShipStation, Shippingbo, Shopify, StoreFeeder, Twitter/X, Veeqo, Volo, WhatsApp, Wix, WooCommerce

Q. What level of support does eDesk offer?

eDesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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Help Desk Software

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Contact Centre Quality Assurance Software

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eCommerce Software