Who Uses eDesk?

eDesk helps online retailers of all sizes take the complexity out of multichannel customer support so they can support more customers faster.

What Is eDesk?

eDesk is the #1 eCommerce customer support tool
for online retailers. Entirely eCommerce focused, eDesk helps online retailers to quickly receive and respond to messages from customers. Directly integrated with over 70+ channels such as Amazon, eBay, Shopify and Facebook, eDesk centralises your eCommerce support tickets into one inbox for easy handling. It combines rich order data with AI-powered automations to help remote teams deliver a five-star customer experience.

eDesk Details

xSellco

http://www.xsellco.com/

Founded 2012

eDesk Software - The eDesk message screen
eDesk Software - eDesk's centralized inbox
eDesk video
eDesk Software - The eDesk message screen - thumbnail
eDesk Software - eDesk's centralized inbox - thumbnail

eDesk pricing overview

See pricing plans

eDesk does not have a free version but does offer a free trial.


Starting Price

Not provided by vendor See pricing details

Free Version

No

Free Trial

eDesk deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

eDesk Features

  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Behaviour Tracking
  • CRM
  • Campaign Analytics
  • Campaign Management
  • Chat/Messaging
  • Churn Management
  • Communication Management
  • Community Management
  • Content Creation
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Drag & Drop
  • Email Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Gamification
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Marketing
  • Multi-Language
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Video Support
  • Visual Analytics
  • Widgets
  • Workflow Management

View full list of Customer Engagement Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Centre Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Forms
  • Customisable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Application Management
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Communication Management
  • Configurable Workflow
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Website Integration
  • Widgets
  • Workflow Management

View full list of Customer Support Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritisation
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Activity Dashboard
  • Alerts/Notifications
  • CRM
  • Campaign Management
  • Cataloguing/Categorisation
  • Channel Management
  • Content Management
  • Credit Card Processing
  • Customer Accounts
  • Customisable Branding
  • Customisable Templates
  • Data Security
  • Data Synchronisation
  • Discount Management
  • Drag & Drop
  • Electronic Payments
  • Email Marketing
  • Inventory Management
  • Inventory Tracking
  • Kitting
  • Loyalty Program
  • Mobile Access
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Currency
  • Multi-Location
  • Multi-Store
  • Order Management
  • Order Processing
  • Order Tracking
  • Product Data Management
  • Promotions Management
  • Purchase Order Management
  • Real Time Data
  • Reporting & Statistics
  • Retail Inventory Management
  • Returns Management
  • Reviews Management
  • SEO Management
  • Sales Orders
  • Sales Trend Analysis
  • Shipping Management
  • Shopping Cart
  • Social Media Integration
  • Template Management
  • Templates
  • Third Party Integrations
  • Website Management
  • eCommerce Management

View full list of eCommerce Software

eDesk Alternatives

More eDesk alternatives

eDesk Reviews for UK Users

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.2
Customer Service 4.3
Features 4.1
Value for Money 4.2

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Verified Reviewer
CEO
Retail
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 07/02/2018

"Excellent customer support software"

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.

  • Reviewer Source 
  • Reviewed on 07/02/2018
Rob P.
Dispatch Manager
Retail, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 13/12/2017

"Has made our help desk much more streamlined."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 13/12/2017
Rachel K.
Customer Service
Retail, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 29/05/2020

"It used to be so good"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 29/05/2020
Ryan S.
President
Automotive, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 16/11/2017

"Does a great job of providing support for eBay and Amazon"

Comments: 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 :)

  • Reviewer Source 
  • Reviewed on 16/11/2017
Russell R.
Russell R.
Director
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 12/12/2017

"Great System - used for a couple years"

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.

  • Reviewer Source 
  • Reviewed on 12/12/2017