eDesk

eDesk; the most scalable eCommerce customer support tool for

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.

Pricing starting from:

$89.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to eDesk

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
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Australia, Brazil, Canada, China, Germany , United Kingdom, Ireland, India, Japan, Mexico, United States

    Supported Languages

    English, French, German, Italian, Spanish

    Pricing starting from:

    $89.00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to eDesk

    Images

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    Features

    Total features of eDesk: 45

    • API
    • Alerts / Escalation
    • Auto-Responders
    • Automated Routing
    • Call Center Management
    • Call Routing
    • Channel Management Software
    • Client Portal
    • Configurable Workflow
    • Customer Database
    • Customer History
    • Customizable Templates
    • Email Management Software
    • Email Templates
    • Feedback Management
    • Help Desk Management
    • Inbox Management
    • Interaction Tracking
    • Knowledge Base Management
    • Live Chat Software
    • Macros/Templated Responses
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Performance Metrics
    • Prioritization
    • Queue Management
    • Real Time Reporting
    • Real-Time Chat
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Rules-Based Workflow
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Social Media Integration
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Third Party Integrations
    • Ticket Management
    • Visual Analytics
    • Voice Mail
    • Workflow Configuration
    • Workflow Management Software

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    Replyco

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    Reviews

    Overall rating

    4.5 /5
    (61)
    Value for Money
    4.2/5
    Features
    4.2/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.5/5

    Already have eDesk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 61
    Verified Reviewer
    Overall rating
    • Industry: Retail
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Excellent customer support software

    Reviewed on 07/02/2018

    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.

    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 Software
    • 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.
    Rachel
    Overall rating
    • Industry: Retail
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

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

    It used to be so good

    Reviewed on 29/05/2020

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

    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.

    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 Software
    • 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.

    Daniel
    Overall rating
    • Industry: Accounting Software
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Review

    Reviewed on 16/03/2022

    ok

    ok

    Pros

    graphic user interface

    Cons

    lack of complicated rules to configure
    sometimes rules dont not work

    Alternatives Considered

    Freshdesk

    Reasons for Switching to eDesk

    other platforms integration
    Showing 5 reviews of 61 Read all reviews

    eDesk FAQs

    Below are some frequently asked questions for eDesk.

    eDesk offers the following pricing plans:

    • Starting from: $89.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Choose the plan that scales with your stage of growth: All eDesk suite with unlimited users or unlimited tickets. Essentials: $89/month - unlimited users, up to 300 tickets/month. Growth: $199/month - unlimited users, up to 1,000 tickets/month. Scale: $399/month - unlimited users, up to 2,500 tickets/month. Pro: $499/month - unlimited users, up to 5,000 tickets/month. or Team*: $69/user/month - unlimited tickets, unlimited free viewers Pro*: $89/user/month - unlimited tickets, unlimited free viewers Enterprise: Custom All plans come with a personalized onboarding service included, to get you up and running in minutes, easily. All the above-mentioned prices are annually billed, excluding taxes. Contact us for monthly pricing. T&C applies. *Minimum 3 seats.

    eDesk has the following typical customers:

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

    eDesk supports the following languages:

    English, French, German, Italian, Spanish

    eDesk supports the following devices:

    eDesk integrates with the following applications:

    Adobe Commerce, BigCommerce, Instagram, Linnworks, Meta for Business, Mirakl, PrestaShop, Shopify, Twitter, WooCommerce

    eDesk offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat

    Related categories

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