Description de eDesk
xSellco Helpdesk est le seul service d'assistance spécialement conçu pour l'e-commerce. Centralisez toutes les demandes de vos clients et les détails des commandes depuis tous vos canaux de vente dans un seul tableau de bord connecté.
xSellco hiérarchise votre boîte de réception en fonction de l'urgence des messages, et relie toutes les informations relatives à vos ventes, vos envois et vos commandes afin que vous n'ayez jamais besoin de chercher des données client. Les suggestions de réponse et les traductions automatiques réduisent le temps de réponse, ce qui augmente la satisfaction de vos clients.
Version d'essai gratuite de 14 jours.
Qui utilise eDesk ?
Des start-up aux grandes entreprises, xSellco aide les commerces de détail en ligne de toutes tailles à simplifier le support client multicanal pour prendre plus rapidement en charge un plus grand nombre de clients.
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Excellent customer support software
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.
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.
Alternatives envisagées :
Has saved us time and money
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.
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.
edesk as an important part of our business management
Commentaires : we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way
easy axes to emails and ticket handling
customer service is hard to find and have easy resolutions
It used to be so good
Commentaires : Overall, we are disappointed with the product and the service.
When "eDesk" was "xsellco" it actually worked, so that was nice.
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.
Great chat support
Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.
Nothing to mention at present everything works as it should do.