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
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Reviews
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- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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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.
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- 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.
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
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 usSwitched From
Zendesk SuiteReasons for Switching to eDesk
Considered eDesk the best all in one solution
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 0.0 /10
eDesk Review: Poor Communication and Overbilling Issues
Reviewed on 19/09/2023
As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based...
As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.
Pros
It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.
Cons
Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater.
Alternatives Considered
Zendesk SuiteResponse from xSellco
Dear Frank,
We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised.
Regarding the points you've mentioned in your review:
Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible.
Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues.
We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further.
Best,
Eamon
- Industry: Textiles
- Company size: 11–50 Employees
- Used Daily for 1+ year
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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
ReplycoReasons for Switching to eDesk
Quicker sending and receiving messages. Less glitches.- Industry: Printing
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
eDesk review
Reviewed on 29/08/2023
I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of...
I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform.
Pros
I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution.
Cons
The platform is slightly expensive but offers decent features for managing multiple channels.
Alternatives Considered
ReplycoReasons for Switching to eDesk
We are considering switching.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: $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, ChannelAdvisor, ChannelEngine, Gmail, Instagram, Linnworks, Meta for Business, Microsoft Outlook, Mirakl, PrestaShop, ShipStation, Shippingbo, Shopify, StoreFeeder, Twitter/X, Veeqo, Volo, WhatsApp, Wix, WooCommerce, Yahoo Mail
Q. What level of support does eDesk offer?
eDesk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
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