eDesk ‑ AI, Helpdesk & Chat

It's wonderful to have our Ebay, Amazon and Shopify messages all come into one place. Previously we were using a gmail acount, which was the cheapest way but did not provide for a way to keep track of open and closed messages. From eDesk we can message, cancel orders, assign messages to specific customer service reps and do refunds for all of our marketplaces. My staff was upset when we moved over to eDesk. As the business owner I set it up and our agent complaining started - for a couple of days. Then everyone started to see how much easier customer services becomes with Edesk. There is a learning curve to eDesk but it's well worth the effort. We don't use the eDesk ai auto response but do use templates to answer the same questions, which saves us a ton of time. We've been using eDesk for about 18 months. We also use Shipstation, reason being Shipstation keeps the customer address available. Apparently eDesk has a different privacy agreement with Amazon and cannot show addresses after the items have been shipped. Shipstation (there's a free version) with eDesk is a great one two punch. When we have support questions with edesk we usually get an answer back within a couple of hours. As a business owner, it costs us a minimum of 50 cents a minute to do anything. The time savings with Edesk pays for itself many times over.

Been using eDesk since two years now and it's the best CRM tool I could find out there. Runs stable and has exceptional (human!) support. They helped me with every problem I encountered along the way. Big props for that. Maybe a little pricey, but you get what you pay for. Only concern for me for the last couple of months is that the integrated AI system seems a little weak compared to current models. Wish for an upgrade or even the ability to choose ones own model via API.

Have been using eDesk for many years - great piece of kit - highly recommend

Great team who provide a great service thank you. Really helpful app which makes managing customer service so much easier. Simple to use, very good, links everything to one app

Brilliant app and a great support team behind it, as an omni channel business this has been invaluable in consolidating customer service requests from a wide range of channels all with differing setups and profiles. Loads of time and resource saved on sorting and resolving customer issues and the team are always keen to help optimise it's functionality within your business

Their AI is a game-changer, providing fast, accurate responses and freeing up agents for complex issues. We're thrilled with the results and highly recommend eDesk.

This app is outstanding and offers exceptional value for money by significantly reducing the time spent responding to messages. eDesk streamlines customer service, making it far more efficient and manageable. I can’t imagine how we would operate without it.

We've been using eDesk for a little over a month, and I have to say that the features it has are incredible! The only thing that I do not like is not being able to personalize the main set up. For example, I'd like to create individual sections for each company, within the company. For example, there is a section called "New Tickets" and "To Do" and it will show a number beside it to indicate how many tickets are in it. Those folders do not work for our company so we had to create pinned filters. The filters do not show a number next to it to indicate how many tickets or if a new one comes in. The pinned filters are also located further down that the "To Do", and it's a bit confusing because you are drawn to the "To Do" rather than a pinned filter. But all in all, the features are great!

Our experience with eDesk over the past year has been nothing short of transformative for our customer service team. The platform's ability to consolidate all aspects of customer communication into a single, cohesive interface has been a game changer. This integration has remarkably streamlined our workflow, enabling our team to access essential information efficiently and collaborate more effectively. They have great features and allow us to create many templates to make our response time to our customer faster. We do recommend having this tool part of your customer service team!

We've been using eDesk for over a year now and we couldn't recommend it enough! We are able to keep all our socials and marketplaces in the one space where they are individually categorised and tagged for convenience. The features and tools are endless! It is also brilliant for reporting!

I have been using eDesk for 9 months now and definitely recommend it for businesses. Replying to customer support tickets is now incredibly efficient, saving me so much time and effort. Plus, I love that I can connect and manage multiple marketplaces all from one place. It makes my workflow so much smoother! They have a lot of great features to help that I love including assigning rules, snoozing tickets, insights, a chat/widget option.... it's endless! One of my favourite features is the AI tool—it’s a fantastic addition that really helps streamline my responses. I’ve encountered a few minor issues along the way, but I must say, the I.T. team is exceptional. They’re quick to respond and resolve any problems I’ve had, which gives me great peace of mind.

This is such an amazing tool for customer service. It does not matter if you are a big company like us or a small one. Integration with marketplaces streamlines communication by centralising messages, automating responses to common customer inquiries, and providing multilingual customer support. Since we are with eDesk our customer volume has grown but because of their sufficiency, we have not yet needed to extend our team. Having such a tool is fantastic.

This is probably the best customer service app out there. It actually connects to all the channels smoothly (all social accounts other web stores and B2B channels). They have an endless amount of tools all depending on what your business requires. The AI bot Is extremely efficient and actually reduces customer tickets by about 60%. Their customer service is 5 star, they are responsive and willing to walk you through each process. Ana helped me out with the most dedicated service. Totally worth every penny.

I have been using eDesk for managing customer interactions, and I must say, it is nothing short of a game-changer. The platform offers an incredibly efficient way to handle customer service with its seamless integration capabilities. Connecting eDesk with our existing systems was absolutely effortless, saving us valuable time and resources. One of the standout features is the new AI-powered tools. These features have significantly improved our response times and the quality of our customer service. The AI assists in categorizing and prioritizing customer inquiries, ensuring that our team can focus on what matters most – providing exceptional service. The AI chatbot deserves special mention. It is remarkably effective, handling routine inquiries and providing instant responses to common questions. This has not only reduced the workload on our support team but also ensured that our customers receive timely and accurate information. The chatbot's ability to learn and improve over time has made it an invaluable asset to our customer service operations. Another remarkable feature is the dynamic translation tool. This tool has been a revelation for our global customer base. It automatically translates messages, allowing us to communicate effectively with customers in their preferred languages. This has greatly enhanced our customer satisfaction and broadened our reach. Overall, eDesk has proven to be the best solution on the market for customer management. Its advanced AI features, including the impressive chatbot, and effortless integration capabilities make it an indispensable tool for any business looking to excel in customer service. I highly recommend eDesk to any organization seeking to improve their customer management processes.

We have been using eDesk for around three years; however, we've found their pricing to be significantly higher than their competitors'. Despite paying a premium, the product has not met our expectations. We've consistently faced issues with bugs on eDesk's platform, which have severely affected its usability and our ability to provide effective customer support. Additionally, there have been recent incidents of our customers receiving duplicate messages, an issue that persisted for three weeks despite our efforts to resolve it with eDesk's support team. Unfortunately, the responsibility for these problems was ultimately attributed to us, which was quite disheartening. After considering other vendors, we decided to switch to a more cost-effective and reliable service provider. We also sought a refund from eDesk due to these ongoing issues, but our request was denied. Based on our experience, we recommend that others consider alternative solutions.

The staff has been helpful but need some improvements in functionality, which they have agreed to fix. When the issues are fixed, I would increase my rating for this app.

ive installed it but i cant see any AI answers or how i can do it. Ive watched the Videos for the Beggining... there is no explaination about the ai answers. i also cant add any oder informations... sorry but i need to deinstall this APP. Where are all the AI power you talking in your app describtions?

We use this app for 2 Shopify stores. We are very happy with the platform. I especially enjoy the native integrations with all the other apps we use; Shipstation, Seller Central and Aircall to name a few.

Been using eDesk for years through our various stores. Latest live chat version looks really professional, support staff are very helpful and app is easy to manage. Makes multi-channel messages infinitely easier.

Handling customer tickets definitely becomes much quicker and easier after using edesk. It has a great support team that handles any queries quickly and resolves them for you. We are happy to use this app. Would love to have an integration option with the onbuy marketplace aswell.

I don't love the interface if I am honest and due to a breakdown in communication at the start of the year (they didn't explain what the implications of removing an old channel was!) we have lost ALL of our historical communication with customers HOWEVER I would still recommend this app. CS is great and they usually sort stuff out pretty quickly.

Chat support reps are very attentive and helpful! I highly recommend eDesk for startup companies as they are easy to work with.

Responding to customer messages are now easier and faster thanks to eDesk. I asked for support and had Leigh help me immediately with my concern. Will definitely recommend eDesk!

E-Desk has been great so far. It helped improve the efficiency and timing of taking care of our awesome customers. As well, I reached out to their support and Ciaran was super fast to respond and took care of my inquiry immediately. Super Customer Service and Platform.

Fantastic product, that has integrated all our sales channels together and removed the confusion with more than one person responding to customers. The amazing support and free training has along with the simplicity of how the Xsellco system works has made this an essential app for growing our business. Thank you so much!

We've used Xsellco for some time now and rate it highly. The integration is seamless! Language facilities are top notch if you are selling internationally. Also Xsellco customer support is very good should you need any help.

Great tool to support your growing ecommerce business. The tools have saved us a lot of time and makes answering our customer queries so much easier than using standard email. We have it integrated to all our sales channels; Shopify, Amazon, and eBay, and it allows the team to manage customer enquiries from one central tool. The template replies and rules are a great feature to streamline your responses and keep things organised. Xsellco also offer a WebChat tool which integrates into your Shopify store making it easy to communicate with customers instantly.

XSellco is such an integral part of our system. XSellco integrates with Shopify and makes our responses to customers smooth and make our job so much easier! We can simply search by order number, name, email or key word and find all of the correspondence in a quick search. XSellco tech support assists us with any issues quickly and efficiently. Strongly recommend the use of XSellco!!!

Excellent product. We've merged two different "best of breed" solutions plus their plug-ins to Xsellco as Xsellco provides a better, more complete and more robust all-in one support desk and feedback solution. In addition, anytime we've needed support, the Xsellco support team was quick to respond and help.

Really easy straight forward way to view orders and reply to emails, their service is always great and are quick to resolve any issues with the site.

Very happy with Xsellco as a messaging solution - its enabled us to link all our customer communications across channels very easily and include relevant details from Shopify.

I've been trying to get XSellCo to provide us with a refund since January 25th after we requested to cancel our account in writing. We were billed again on Feb 6. They require you request to cancel 14 days before your next billing cycle. We were hoping they would cut us some slack as we requested 13 days prior instead of 14 but no luck after many emails back and forth. I was told that the language we used in our written request: "we're trying to cancel our account," didn't suffice. The customer service agent responsible for handling my request contradicted himself explaining his position for not issuing a refund though we hadn't used the service in weeks at least twice in our communications. Our request to have the issue escalated to a manager was ignored. Read the terms and conditions before you sign up for this service and know that you'll get NO HELP from them. Cheers.